If your IoT SIM is failing to establish a network connection, we recommend running through a few diagnostic and troubleshooting steps before reaching out to support.
Run Connectivity Diagnostics
The fastest way to identify the root cause of a connection issue is by using the Soracom Connectivity Diagnostics tool. This tool automatically checks your SIM's current conditions and helps narrow down potential problems preventing a successful connection.
Manual Troubleshooting Checks
If the diagnostics tool does not resolve your issue, please manually verify the following common configuration requirements:
- Registration and Status: Ensure that the IoT SIM is registered to your Soracom Account. Additionally, check that the SIM is in an appropriate status to allow network connections (Ready, Active, or Standby). If the status is Inactive, Suspended, or Terminated, connection attempts will be rejected.
- Device Compatibility: Verify that the SIM is correctly inserted and that your device is carrier-unlocked.
- APN Configuration: Carefully review your device's APN settings to ensure there are no typos.
- IP Protocol: Confirm that your device is configured to use IPv4, as IPv6 is not supported.
For a more comprehensive guide on resolving these issues, refer to our developer documentation on Troubleshooting.
Contacting Support
If you have completed the diagnostic and troubleshooting steps above and your IoT SIM is still offline, please contact Soracom support.
To help our team investigate and resolve your issue as quickly as possible, please provide the following details in your request:
- Your Soracom Operator ID
- The IMSI or ICCID of the affected IoT SIM
- Device details (manufacturer, model, etc.)
- Specific details about the connection issue (including screenshots, exact error messages, and the approximate time the error occurred)