If your device is unable to establish a network connection using a Soracom IoT SIM, the issue may stem from the SIM status, device configuration, or signal availability.
Check Network Coverage First
Before troubleshooting your device, confirm that your subscription plan provides network coverage in your country and at your device's location. Check the Supported Carriers page to verify which carriers and radio technologies (such as 2G, 3G, 4G/LTE, and LTE-M) your plan can use in your region. If your plan does not have coverage where the device is located, it will be unable to connect regardless of how it is configured.
Check SIM Status
You can use the Connectivity Diagnostics tool in the User Console to automatically check if the SIM is in an appropriate status (Ready, Active, or Standby) to allow connections. If the SIM status has been changed to Inactive, Suspended, or Terminated, Soracom will reject network connections from a device using the SIM, and the diagnostics result will show an error indicating that you must reactivate the SIM.
Basic Troubleshooting
In some cases, a connectivity issue may simply be related to the device set up or configuration, such as a loose antenna or a missing setting. Refer to the Basic Connectivity documentation for general tips on how to check if your device is set up correctly.
If you are using a Soracom reference device or starter kit, you can also find dedicated tutorials and guides for how to set up your device:
Common Causes and Solutions
SIM Status and Account
- Check SIM Status: Ensure your IoT SIM is not Inactive, Suspended, or Terminated. If the SIM is in one of these states, Soracom will reject network connections.
- Registration: Verify the IoT SIM is registered to your Soracom account
Device Configuration
- Session Status (Showing as Offline): Even if a device is powered on and registered to a network, it may not have established a data session. This often occurs if the Access Point Name (APN) is not properly configured or if data roaming is disabled. Although the device may still be able to access SMS services, it will appear offline.
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APN Settings: Ensure your device is configured with the correct APN settings. The APN should be
soracom.io, with username and password set tosora. Ensure there are no typos or missing fields. - Data Roaming: Enable data roaming on your device. Soracom IoT SIMs often roam on local network operators, and some devices block data connections if roaming is disabled.
- IP Version: Configure your device to use IPv4. IPv6 is not supported on the Soracom network.
- Radio Technology: Ensure the correct radio technology (2G, 3G, 4G/LTE, LTE-M) and frequency bands for your region are enabled on your modem.
Soracom Platform Settings
If you use specific Soracom features, they may inadvertently block connections if misconfigured. Try temporarily disabling the following options to isolate the issue:
- IMEI Lock: If enabled and your device connects after disabling it, IMEI Lock may have been configured for a different device, or the local network operator did not report the IMEI of your device.
- Expiration: If enabled, it may have been configured in a way to disable the SIM, causing Soracom to block the connection.
- CHAP Authentication: If enabled on the SIM but your device is not properly configured to use your CHAP Authentication settings, authentication will fail.
- Virtual Private Gateway (VPG): If you have configured your SIM to connect using a VPG, a configuration or routing issue within the VPG may prevent your device from successfully communicating with servers or cloud endpoints.
Hardware and Device Troubleshooting
If configuration settings are correct, try the following physical troubleshooting steps from your device:
- Reboot the device: If the device resumes normal operation after rebooting, this may indicate there was a temporary issue, such as a software error.
- Factory-reset the device: If the device connects after performing a factory reset and reconfiguration, this indicates there was an issue with the previous configuration.
- Check physical installation: Ensure the SIM card is correctly inserted into your device, the device is carrier-unlocked (or SIM-free), and it does not display any SIM errors.
- Move to a new location: Poor signal strength may prevent connection. If the device connects after moving, signal quality was likely the issue.
- Swap SIMs or Devices: Try the SIM in a different device to check for configuration errors or hardware failure on the original device. Alternatively, try a different Soracom IoT SIM in the same device to see if the previous SIM was damaged.
- Manually start a network scan: If the device provides a function to scan for available networks and connects after completing a scan, the device likely encountered a scenario where it could not complete a network scan by itself.
- Manually select a network: If the device provides a way to choose a specific network, selecting one manually can help if the device is unable to select and connect to a network automatically.
Soracom LTE-M Button Troubleshooting
If you are using a Soracom LTE-M Button and the LED displays a 2-second red blink, the button was unable to find a suitable network or the connection failed due to a weak signal or lack of LTE-M availability.
- Check Coverage: Check the Supported Carriers page to see if LTE-M coverage is available in your country. If it is not available, the button will not be able to connect.
- Move Locations: Try testing the button in a different area. Environmental obstructions such as concrete walls or reflective surfaces can affect cellular network signal strength and slow down the connection process.
- Check the Antenna: Make sure the built-in antenna is not obstructed. It is located opposite the built-in button, underneath the Soracom LTE-M Button logo. Ensure this side is not covered and is positioned away from interfering devices.
- Force a Network Scan: If the cellular network previously used is no longer available (e.g., after moving to a new area or country), you can initiate a new network scan by pressing the reset button located inside the device.
Advanced Diagnostics
Instead of only checking whether a device is Online at a specific point in time, the Connectivity Diagnostics tool checks its overall session status history over a period of time. It will verify if a device using the SIM was able to create at least one data session for the specified period. If no data sessions are found, this may indicate that the device is not configured correctly, or that the local environment has changed, preventing the device from registering to a network.
For devices with AT command access, use AT+CPIN? to check the SIM status. The response should be READY. If the response is SIM PIN, SIM PUK, or SIM NOT INSERTED, the modem cannot register to the network.
For further assistance, refer to the full Troubleshooting guide or create a support request.