SORACOM Air SIM for Japan Troubleshooting Guide

 

Please follow these steps if your Air SIM for Japan is not connecting:

 

Step 1: SORACOM account settings and confirmation

In order to use a SORACOM Air SIM, you must create a SORACOM account and complete the SIM registration process. Login to your User Console and check that your Air SIM is registered. If the SIM is registered, the IMSI number will be displayed in your User Console:



For instructions on how to create your SORACOM account and register SIM cards, please refer to the User Console usage guide.



Step 2: Device settings and confirmation

1. Verify that your device is compatible with SORACOM Air SIM:

Air SIM for Japan can be used in the following devices:

  • Unlocked device
  • NTT DoCoMo devices

If you are using an unlocked device, it must be compatible with NTT DoCoMo's frequency bands. For details on NTT DoCoMo's frequency bands, please refer to the Mobile Telephone Operator Communication Formats and Frequencies document (Japanese) published by the Ministry of Internal Affairs and Communications.

Note: Some devices are unable to connect to the network with data-only Air SIM cards. In some cases, a data-and-SMS Air SIM card is required, even if the device does not support SMS functionality. If you are using a data-only Air SIM and cannot connect to the network with the correct Air SIM settings, please check with the manufacturer if the device is compatible with data-only SIM cards.

2. Confirm that the device is receiving a signal from NTT DoCoMo:

Check if your device is communicating with NTT DoCoMo's network. For example, if using a smartphone, check the top notification or status area to see if "NTT DoCoMo" or "docomo" is displayed next to the signal strength symbol:

If the device displays "Out of range" or "Searching," your device is not receiving a signal. Please follow the next step to check your device's APN settings.

Note: If you are using a data-only Air SIM card, the signal strength symbol may not appear even though the device is connected. If the signal strength symbol is not displayed, first test whether the device can send or receive data. If the device is not connected, follow the next step to check your device's APN settings. In some cases, a data-and-SMS Air SIM may be required for the device to display the signal strength symbol..

3. Check your device's APN settings:

Please follow the Getting Started guide to check that your device's APN settings are correct.



Step 3: Check Air SIM status

Turn the device off and remove the Air SIM to check whether it is damaged. Possible signs of damage may include:

  • Water damage
  • Cracks
  • Scratches on the metal contacts

If it is damaged, replace it with a new SIM.

If the Air SIM is not damaged, insert it into the device and turn the power on again.



If you have completed the steps above and your device is still not unable to connect, please open a support ticket and provide the following information:

  • Your SORACOM Operator ID
  • The IMSI of your Air SIM card
  • Details of the device you are using (manufacturer, model, etc.)
  • Details of connection issue (error messages, etc.)
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