If your device disconnects from the cellular network and fails to reconnect automatically, the issue often lies with the modem's reconnection logic. The modem is responsible for initiating and maintaining the connection to the cellular network.
If your modem is disconnected and will not reconnect, please refer to our Device Troubleshooting guide for basic steps to restore connectivity.
Common Causes for Disconnection
Disconnections are typically caused by one of the following factors:
- Network Issues: Problems between the base station (cell tower) and the Soracom Platform.
- Signal Issues: Poor signal strength or disruptions between the modem and the base station.
- Hardware Issues: Malfunctions within the LTE/3G modem or the SIM card.
- Device Logic: The device firmware failing to trigger a reconnection attempt.
Troubleshooting Steps
Please follow these steps to identify and resolve the issue.
1. Check the Soracom Service Status
Before troubleshooting the device, verify if there is a widespread issue between a network provider and Soracom.
- Check the Soracom Status Dashboard.
- Temporary Issues: Brief network disruptions may cause a session to disconnect. In most cases, the device should resolve this by automatically reconnecting once the service is restored.
2. Run Connectivity Diagnostics
The most effective way to identify the cause of a connectivity issue is to use the Connectivity Diagnostics tool in the User Console. This tool analyzes the SIM's status and provides specific error codes or reasons for connection failures.
Instead of checking whether a device is Online at a specific point in time, checking its overall session status history over a period of time will usually provide a better understanding of whether or not the device is successfully registering to a cellular network.
- No Data Sessions Found: If there are no data sessions found during the specified period, this may indicate that the device is not configured correctly, or that the local environment has changed (e.g., poor signal), preventing the device from registering to a network.
- Data Sessions Found: If sessions exist, the device is successfully registering. However, issues may still exist if no data is actually transferred.
For instructions on how to use this tool, please refer to the Connectivity Diagnostics documentation.
3. Verify Basic Configuration
Ensure that your device is correctly configured to connect to the Soracom network. Incorrect settings can prevent the device from re-establishing a connection after a drop.
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APN Settings: Verify that the Access Point Name (APN) is set correctly (usually
soracom.io). - IPv4 Configuration: Ensure the device is configured to use IPv4.
- For a complete list of required settings, refer to the Quick Start guide.
4. Check for Blocking Features
Certain Soracom features or security settings may inadvertently block the connection. Review your SIM settings in the User Console to ensure the following features are not preventing access:
- IMEI Lock: If enabled, ensure the SIM is being used in the specified device. If the local network operator does not report the IMEI, Soracom may block the connection.
- Expiration: If enabled, ensure the SIM has not reached its expiration date, which would disable the SIM.
- CHAP Authentication: Verify if your device requires or supports CHAP authentication settings.
- Virtual Private Gateway (VPG): If the SIM is attached to a VPG, ensure the VPG is configured correctly. A routing issue here can prevent communication with servers.
For more details on these settings, please refer to the Troubleshooting documentation.
5. Review Session Timeouts
Soracom’s system is designed to terminate sessions after a specific period of inactivity. If your device has been idle for a long time, the session may be closed.
- For more details on session lifecycle and timeouts, refer to the Subscriber Status documentation.
6. Hardware and Physical Checks
If the network settings and status are correct, the issue may be physical or related to the device's internal state.
- Restart the Device: Rebooting is often the fastest way to force a new connection attempt. If the device resumes normal operation, it may indicate a temporary software error.
- Check Signal Strength: Move the device to a location with better reception. If operation resumes, the signal strength was likely poor.
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Isolate Hardware Issues:
- Insert a Different SIM: Try using a different Soracom SIM in the device. If the new SIM works, the original SIM may be damaged.
- Swap the Device: If a different SIM does not resolve the issue, the problem likely lies with the modem or the device itself.
- Factory Reset: If the device resumes operation after a factory reset and reconfiguration, the previous configuration may have been corrupt.
- Manual Network Selection: If your device supports it, try manually scanning for networks or selecting a specific network. If this works, the device may be struggling to select a network automatically.
Why Does My SIM Repeatedly Go Offline?
It is often normal for data sessions to be created, deleted, and re-created frequently. The Online or Offline status refers to the subscription's current data session status, not necessarily whether the device is powered on.
Common reasons a session may be deleted (causing the SIM to appear Offline):
- Power Saving: The device is programmed to power off periodically to conserve battery.
- Programmed Disconnect: The device is configured to disconnect from the network immediately after sending data.
- Inactivity: The device has not sent or received data for a long time.
- Network Switching: The local network is experiencing a temporary outage or signal fluctuation, causing the device to switch to a different radio tower or network.
Note: If a device is abruptly disconnected (e.g., power loss), it may not notify the network. Consequently, the SIM may continue to appear Online for up to four hours after the device has actually powered off.
Why Is My Data Connection Not Working?
Even if a device successfully creates a data session (appearing Online), it may still fail to transmit data.
- Check Data Usage: Use the Connectivity Diagnostics tool to check if data was sent or received during the session. If the session exists but no data is transferred, this often indicates a device-side issue, such as a software bug or poor signal preventing transmission.
- Network Registration vs. Data Connection: A data connection is established after a device registers to a network. A status light indicating "GPRS not connected" does not necessarily mean network registration failed; it may just mean the data session hasn't been established yet.
- Signal Instability: Poor signal can cause a device to frequently disconnect and reconnect, preventing any meaningful data transfer even if the device briefly appears Online.
Investigating Device Behavior
If the User Console checks do not reveal the issue, you may need to investigate the device directly.
- Modem Interface: Interacting directly with the modem via its serial interface (using AT commands) can help verify its configuration and connection status.
- Device Logs: Check if the device logs show successful network registration. If the device cannot complete a network scan by itself, manual intervention (scanning or selecting a network) may be required to confirm if the modem is functional.
Contact Support
If you have followed these steps and are still experiencing issues, please contact Soracom Support.