If your IoT SIM is not establishing a connection as expected, please review the following troubleshooting steps and configuration checks before contacting support.
Basic Troubleshooting
For a comprehensive guide on resolving connectivity issues, please refer to the developer documentation on Troubleshooting.
Common issues can often be resolved by verifying the following:
- Registration: Verify that the IoT SIM is actively registered to your Soracom Account.
- Device Status: Ensure the SIM is correctly inserted into the device and that the device is carrier-unlocked.
- APN Configuration: Check your APN settings carefully for any typos.
- IP Protocol: Ensure the device is configured to use IPv4. IPv6 is not supported.
Contacting Support
If you have followed the troubleshooting steps above and your IoT SIM is still unable to connect, please contact Soracom support.
To help us identify and resolve the issue quickly, please provide as much detail as possible (including screenshots, error messages, and the approximate time the error occurred), along with the following specific information:
- Your Soracom Operator ID
- The IMSI or ICCID of the IoT SIM card
- Details of the device you are using (manufacturer, model, etc.)
- Details of the connection issue (specific error messages, etc.)