Troubleshooting devices

Troubleshooting devices

Device configurations or software can sometimes cause connectivity to fail. This includes the application software and the GSM module/ chipset and its firmware as well.

If this SIM and device combination has worked before but not anymore, make sure you have not changed any configurations. Update the firmware to a previous version.

If it is a new device you are using for the first time with the SIM/eSIM and you are experiencing issues, check the below items:

Are you registered to the network?

Try the SIM in a different device, preferably a different model as well. If it works, then it’s likely you are facing a device specific issue. Using a mobile handset can be convenient & quick to verify plug-in SIMs’ functioning. For eSIMs, use a different IoT device, if available.

Are the data settings entered correctly?

The basic settings for data connectivity are:

  • Cellular Data is ON

  • Data Roaming is ON

  • APN is configured correctly

Is the APN entered correctly? Does the APN match the active connectivity profile on the SIM?
The APN should be based on your active connectivity profile. It is possible that the SIM has a different active profile from the APN entered in the device.
Try restarting the device
It is possible the configurations need a restart to take effect. If you are having to reboot the device often, it indicates a deeper problem that could be related to your application/ module firmware getting stuck.
If eUICC functions are not working properly
A device needs to be compliant to the following SIM ToolKit (STK) commands as a minimum for eUICC functions to work. Click here for full details:
  • Bearer Independent Protocol 

  • Refresh

  • MO & MT OTA (binary) SMS processing

  • Timer management

  • Polling

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