Why Is My Device Unable to Connect to the Network?

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.

While Soracom Air for Cellular generally provides a frustration-free experience, differences in how a device or local network behaves can sometimes result in unpredictable or unreliable cellular network connectivity. In these situations, without the ability to inspect the cellular network itself, it is often difficult to identify the specific issue causing connection problems. However, understanding the basics of cellular connectivity and utilizing Soracom's diagnostic tools can help narrow down the root cause.

Network Registration vs. Data Connection

When troubleshooting, it is important to understand the difference between registering to a cellular network and establishing a data session.

Keep in mind that a data connection is normally established after a device has registered to a network. Once the modem has registered to a network, SMS and USSD services will be available (where supported). If your device has a status light (such as "GPRS connected") or a network status display, it may show the name of the local network operator and signal strength, implying that network registration was completed successfully.

However, at this stage, a data connection has not yet been established. Your device will not be able to send or receive data, and you may see an icon indicating that data communication is not available. If your device appears to be connected to the network but is failing to send data, it is likely missing the correct APN configuration required to establish a data session.

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

When your device attempts to connect to a cellular network, Soracom will check the SIM's Subscriber Status to determine whether the device should be allowed to connect.

To connect to a cellular network, your SIM must be in an appropriate status that permits network connections:

• Ready
• Active
• Standby

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 device will not be able to connect to a network. You can use the Connectivity Diagnostics tool in the User Console to automatically check this. If rejected, the diagnostics result will show an error indicating that you must reactivate the SIM to permit network connections.

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. Double-check the following basic requirements:

• Your IoT SIM is registered to your Soracom Account and appears in the list of SIM cards visible to your account.
• Your SIM card is correctly inserted into your device.
• 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.

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:

• Soracom Starter Kits
• Connection Guides

Common Causes and Solutions

Roaming and Network Scans

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

Device Configuration

• APN Settings: Ensure your device is configured with the correct APN settings. The APN should be soracom.io, with username and password set to sora.
• Host Network Configuration (USB Modems): If using a USB modem like the Soracom Onyx LTE, ensure the host device has the correct network configuration. For NetworkManager, check settings using nmcli con show soracom. For WvDial, check the /etc/wvdial.conf file. You can check the current APN using the AT command AT+CGDCONT? and set it using AT+CGDCONT=1,"IP","soracom.io".
• 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.
• Radio Technology and Frequency Bands: Ensure the correct radio technology (2G, 3G, 4G/LTE, LTE-M) and frequency bands used by the local network operator are enabled on your modem. This is especially true for Cat-M1/NB-IoT modems, where certain radio technologies may be disabled by default depending on the region.

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, causing Soracom to block the connection.
• Expiration: If enabled and your device connects after disabling it, Expiration 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, Soracom will block the connection.
• Virtual Private Gateway (VPG): If you have configured your SIM to connect using a VPG and traffic from a device is unexpectedly blocked, a configuration or routing issue within the VPG may be preventing your device from successfully communicating with servers or cloud endpoints.

Hardware and Device Troubleshooting

If configuration settings are correct and basic network problems have been ruled out, 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. If your device is unable to get the PIN status, check the SIM insertion.
• Move to a new location: If the device resumes normal operation after moving it, this may indicate that the signal strength was poor.
• Swap SIMs or Devices: Try the SIM in a different device. If the new device successfully connects, this may indicate a problem with the previous device, such as a configuration error or hardware failure. 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 successfully 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.

Satellite Connectivity Troubleshooting

If you are attempting to connect using satellite services, additional environmental and hardware requirements apply:

• Firmware and Certification: Verify that your device is running supported firmware and using a Skylo-certified module that supports NB-IoT NTN (Release 17).
• Antenna Placement: Ensure you are using a high-gain antenna placed in an elevated position. Proper antenna gain and placement are critical for maintaining line-of-sight to overhead satellites.
• Clear View of the Sky: Try operating the device outdoors with a clear, unobstructed view of the sky. Dense structures or environmental obstructions may prevent the device from establishing a satellite link.
• Avoid Interference: Avoid placing the antenna near sources of electromagnetic interference, such as metal surfaces or power adapters, which can significantly degrade satellite signal reception.
• GPS Coordinates: Make sure the device is configured with valid GPS coordinates before attempting to attach to the network. Satellite connectivity requires an approximate location to optimize communication.
• Frequency Bands: Double-check that the appropriate frequency bands are configured for your region (North America, Europe, or Oceania).
• AT Command Latency: Allow time between AT commands and wait for the response from the module before issuing the next command. Satellite communications have higher latency, and sending commands too quickly can cause failures.

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 connect to a network due to a weak signal or because an LTE-M network is not available.

• Check Coverage: Check the Supported Carriers page to see if plan01s-LDV LTE-M coverage is available in your country. Note that in some countries, LTE-M networks may not have been deployed in all areas. 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, even if temporary, may affect the cellular network signal strength and slow down the network connection process.
• Check the Antenna: Make sure the built-in antenna is not obstructed. The Soracom LTE-M Button's built-in antenna is located opposite its built-in button, underneath the Soracom LTE-M Button logo. Check that this side is not covered up, and is positioned away from surfaces or other devices that might interfere with wireless signals.
• Force a Network Scan: The cellular network previously used by the Soracom LTE-M Button may no longer be available, such as when moving from one area to another, or moving to another country. You can initiate a new network scan by pressing the reset button located inside the device.

Advanced Diagnostics

When troubleshooting a cellular-enabled device that is experiencing connectivity issues, there is typically no easy way to inspect the cellular network directly to understand the root cause. To help with this, Soracom provides a Connectivity Diagnostics tool that automatically checks a number of conditions to narrow down possible causes.

Instead of only checking whether a device is Online at a specific point in time, the 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.

• No Data Sessions 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 or creating data sessions.
• Data Sessions Found: This indicates the device is able to successfully register to a network and create data sessions. Once a data session is created, Soracom will keep track of the amount of uplink and downlink traffic in the SIM's data usage history. (Note: Even with a successful data session, a poor signal may cause the device to frequently disconnect and reconnect, preventing data transfer).

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. If you continue to have trouble connecting your device, you can contact support for assistance.