Why Is My Device Unable to Connect to the Network?

If your device cannot connect to the network using a Soracom IoT SIM, the most common causes are:

• SIM status: The SIM is in a status that does not allow network connections.
• APN or device configuration: The Access Point Name (APN), data roaming, or radio settings on the device are missing or incorrect.
• Coverage: Your subscription plan does not provide coverage at the device's location, or the signal is weak.
• Soracom feature settings: A feature such as IMEI Lock, Expiration, CHAP Authentication, or a Virtual Private Gateway (VPG) is blocking the connection.

Work through the sections below to narrow down the cause.

Check Network Coverage and Outages

First, confirm that your subscription plan provides coverage in your country and at your device's location. The Supported Carriers page lists which carriers and radio technologies (such as 2G, 3G, 4G/LTE, and LTE-M) your plan can use in each region. If your plan has no coverage where the device is located, the device cannot connect regardless of its configuration.

Next, check the Soracom Status Dashboard and the local network operator's website for any reported outages. For more details, see the Troubleshooting guide.

Check SIM Status

When your device tries to connect, Soracom checks the SIM's Subscriber Status to decide whether to allow the connection. The SIM must be in one of the following statuses:

• Ready
• Active
• Standby

SIMs in Ready or Standby status are activated automatically, so a device can connect using them.

If the SIM status is Inactive, Suspended, or Terminated, Soracom rejects network connections from a device using the SIM. The Connectivity Diagnostics tool (see Run Connectivity Diagnostics below) checks this automatically and shows an error indicating that you must reactivate the SIM to permit network connections.

Basic Troubleshooting

Many connectivity issues come from a simple setup problem, such as a loose antenna or a missing setting. Check the following:

• Your IoT SIM is registered to your Soracom account and appears in the list of SIMs visible to your account.
• Your SIM card is correctly inserted into your device. If your device is unable to get the PIN status, check the SIM insertion.
• Your device is carrier-unlocked (or SIM-free) and does not display any SIM errors.
• There are no typos or missing fields in the APN configuration.
• Your device is configured to use IPv4. IPv6 is not supported on the Soracom network.

For general tips on checking your device setup, see Basic Connectivity. If you are using a Soracom reference device or starter kit, dedicated setup guides are available:

• Soracom Starter Kits
• Connection Guides

Understand Network Registration vs. Data Connection

Connecting to a cellular network happens in two stages: registering to a network, and then establishing a data session. A data connection is normally established after the device has registered.

Once the modem registers to a network, SMS and Unstructured Supplementary Service Data (USSD) services are available (where supported). If your device has a status light (such as "GPRS connected", where GPRS stands for General Packet Radio Service) or a network status display, it may show the local network operator's name and signal strength. This means registration succeeded.

At this stage, however, no data connection exists yet. The device cannot send or receive data, and it may show an icon indicating that data communication is unavailable. If your device appears connected to the network but cannot send data, it is most likely missing the correct APN configuration.

Common Causes and Solutions

Roaming and Network Scans

The Soracom IoT SIM is a roaming SIM, so devices must perform a network scan to find which networks are available and which they are allowed to roam on. When you use a Soracom IoT SIM for the first time (or in a new location), this scan can take several minutes. During this time, the device cannot connect, and SMS messages cannot be sent to the device.

Device Configuration

• APN settings: Configure your device with the APN soracom.io, and set both the username and password to sora.
• Host network configuration (USB modems): If you are using a USB modem such as the Soracom Onyx LTE, make sure the host device has the correct network configuration:
• For NetworkManager, check the settings with nmcli con show soracom.
• For WvDial, check the /etc/wvdial.conf file.
• Using AT commands, check the current APN with AT+CGDCONT? and set it with AT+CGDCONT=1,"IP","soracom.io".
• For more help, see Soracom Onyx LTE USB Modem Troubleshooting.
• Data roaming: Enable data roaming on your device. Soracom IoT SIMs often roam on local network operators, and some devices block data connections when roaming is disabled.
• Radio technology and frequency bands: Enable the radio technology (2G, 3G, 4G/LTE, LTE-M) and frequency bands used by the local network operator on your modem. This is especially important for Cat-M1/NB-IoT modems, where some radio technologies may be disabled by default depending on the region.

Soracom Platform Settings

Some Soracom features can block connections if they are misconfigured. Temporarily disable the following options to isolate the issue:

• IMEI Lock: If your device connects after you disable International Mobile Equipment Identity (IMEI) Lock, it may have been configured for a different device, or the local network operator did not report your device's IMEI, causing Soracom to block the connection.
• Expiration: If your device connects after you disable Expiration, it may have been configured in a way that disabled the SIM, causing Soracom to block the connection.
• CHAP Authentication: If Challenge-Handshake Authentication Protocol (CHAP) Authentication is enabled on the SIM but your device is not configured with matching CHAP settings, Soracom blocks the connection.
• Virtual Private Gateway (VPG): If your SIM is configured to use a VPG, temporarily disable the VPG. If the device then connects, the VPG may have a configuration or routing issue that prevents the device from communicating with servers or cloud endpoints.

Hardware and Device Troubleshooting

If your settings are correct and network problems have been ruled out, try these steps on the device:

• Reboot the device: If the device works normally after rebooting, there may have been a temporary issue, such as a software error.
• Factory-reset the device: If the device connects after a factory reset and reconfiguration, the previous configuration was likely the problem.
• Move to a new location: If the device works normally after moving, the signal strength at the original location may have been poor.
• Swap SIMs or devices: Try the SIM in a different device. If the new device connects, the original device may have a configuration error or hardware failure. You can also try a different Soracom IoT SIM in the same device to check whether the original SIM was damaged.
• Manually start a network scan: If the device connects after you run a manual network scan, it was likely unable to complete a scan on its own.
• Manually select a network: If the device lets you choose a specific network, selecting one manually can help when the device cannot select and connect to a network automatically.

Satellite Connectivity Troubleshooting

When connecting through satellite services, additional hardware and environmental requirements apply:

• Firmware and certification: Verify that your device runs supported firmware and uses a Skylo-certified module that supports NB-IoT Non-Terrestrial Network (NTN) (Release 17).
• Antenna placement: Use a high-gain antenna placed in an elevated position. Antenna gain and placement are critical for maintaining line-of-sight to overhead satellites.
• Clear view of the sky: Operate the device outdoors with a clear, unobstructed view of the sky. Dense structures or environmental obstructions can prevent a satellite link.
• Avoid interference: Keep the antenna away from sources of electromagnetic interference, such as metal surfaces or power adapters, which can significantly degrade satellite reception.
• GPS coordinates: Configure the device with valid GPS coordinates before attempting to attach to the network. Satellite connectivity requires an approximate location to optimize communication.
• Frequency bands: Confirm that the correct frequency bands are configured for your region (North America, Europe, or Oceania).
• AT command latency: Wait for the module's response before sending the next AT command. Satellite communications have higher latency, and sending commands too quickly can cause failures.

Soracom LTE-M Button Troubleshooting

If your Soracom LTE-M Button LED shows a 2-second red blink, the button could not connect to a network because of a weak signal or because an LTE-M network is not available.

• Check coverage: Check the Supported Carriers page to see whether plan01s-LDV LTE-M coverage is available in your country. In some countries, LTE-M networks may not be deployed in all areas. Without coverage, the button cannot connect.
• Move locations: Test the button in a different area. Obstructions such as concrete walls or reflective surfaces, even temporary ones, can affect signal strength and slow down the connection process.
• Check the antenna: The built-in antenna is located opposite the button, underneath the Soracom LTE-M Button logo. Make sure this side is not covered and is positioned away from surfaces or devices that might interfere with wireless signals.
• Force a network scan: The network the button used previously may no longer be available, for example after moving to another area or country. Press the reset button inside the device to start a new network scan.

Run Connectivity Diagnostics

Without the ability to inspect the cellular network directly, it can be difficult to identify the root cause of a connection problem, especially since devices and local networks can behave differently. The Connectivity Diagnostics tool in the User Console automatically checks a number of conditions, including SIM status, to narrow down possible causes.

Rather than only checking whether a device is Online at a single point in time, the tool reviews the device's session status history over a period of time. It verifies whether a device using the SIM created at least one data session during the specified period:

• No data sessions found: The device may not be configured correctly, or the local environment may have changed, preventing the device from registering to a network or creating data sessions.
• Data sessions found: The device can register to a network and create data sessions. Once a data session is created, Soracom tracks uplink and downlink traffic in the SIM's data usage history. Even with a successful data session, a poor signal can cause the device to disconnect and reconnect frequently, preventing data transfer.

Check SIM Status with AT Commands

If your device supports AT commands, run 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.

Further Help

For more troubleshooting steps, see the full Troubleshooting guide. If you continue to have trouble connecting your device, create a support request for assistance.