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. 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.
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. You may need to reactivate the SIM or check if an Expiration rule disabled it.
- Registration: Verify the IoT SIM is registered to your Soracom account and appears in your SIM list.
Device Configuration
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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. - 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 to isolate the issue:
- IMEI Lock: If enabled for a different device, the connection will be blocked.
- CHAP Authentication: If enabled on the SIM but not configured on the device, authentication will fail.
- Virtual Private Gateway (VPG): A misconfigured VPG may prevent successful communication.
Hardware Troubleshooting
If configuration settings are correct, try the following physical troubleshooting steps:
- Reboot the device: This can resolve temporary software errors.
- Check physical installation: Ensure the SIM is inserted correctly and the device is carrier-unlocked.
- 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, or a different Soracom IoT SIM in the same device, to determine if the hardware is faulty.
Advanced Diagnostics
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.