SORACOM Air SIM for Global Troubleshooting Guide

 

If you are having trouble connecting to a network using your Air SIM for Global card, please follow the steps below to check your settings:

 

Step 1: Check your SORACOM account settings

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 ICCID number will be displayed in your User Console.

Note: Registered Air SIM for Global cards will be displayed in the Global region within 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: Check your device settings

1. Check if your device is compatible with Air SIM for Global

Air SIM for Global can be used in SIM-free (unlocked) 3G/GSM devices. Please ensure that your device is SIM-free or unlocked.

2. Check if your device is compatible with country/carrier network frequencies

In order for your device to connect with a network, it must be compatible with the country or carrier's frequency signals. Please check with the country or carrier's 3G/GSM network operating frequencies, and ensure that your device is compatible with them.

3. Check if your device is receiving a signal

If an antenna or signal strength symbol is displayed on your device with the 3G or GSM indicator, your device should be connected to the network. If you are still unable to connect to a network, please follow the steps below to check your SIM condition, carrier settings, and APN settings:

  • If your device displays a SIM card error message or icon:
    If your device displays a message stating that no SIM card is inserted, or if the SIM icon appears, your device is unable to recognize the SIM card. Power off your device and remove the Air SIM for Global card. Ensure that the SIM is not damaged, then re-insert into the device in the correct orientation and power on the device. If your device fails to recognize the SIM even after rebooting, or if the SIM is significantly damaged upon visual inspection, please obtain a replacement SIM.
  • If your device does not show an antenna or signal strength symbol:
    If the antenna or signal strength symbol is not displayed on the screen, you will need to select your carrier manually. Open your device's settings menu and select the carrier you intend to use. You may need to start a scan to find carriers available in your area. If your desired carrier cannot be found, there is a possibility that the device is unable to find a signal for that carrier at that location. Please change locations and try again.
  • If your device does not show the 3G or GSM indicator:
    If your device does not show the 3G or GSM indicator, there is a possibility that your APN settings are incorrect or have not been configured. Open your device's settings menu and check the APN settings to see if they are correctly set. Please refer to the Begin Using SORACOM section of the Getting Started manual for details.

 

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 ICCID of your Air SIM Global card
  • Details of the device you are using (manufacturer, model, etc.)
  • Details of connection issue (error messages, etc.)
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