If your SIM/device does not have a data connection, our Diagnostic Tool can help you in troubleshooting if there are any SIM connectivity issue. To find in SIMPro:
- Click on Subscriptions in the Navigation bar.
- View the individual SIM details by clicking on the ICCID hyperlink.
- Click Diagnostics > Diagnostics
Live status
Our portal holds plenty of information that can assist with several investigative steps you can try to rule out common causes of connectivity issues. Things to check:
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SIM Status - Checking the SIM status is important, as certain SIM statuses may prevent data connectivity.
- Barred full: The SIM is not usable until the bar has been removed – can be removed by user.
- Barred approval needed: The SIM is not usable until the bar removal request has been approved by Wireless Logic. Bar must be removed by Wireless Logic.
- Inactive: The SIM is not billable or usable.
- Inactive swapped: The SIM is an old SIM from a SIM swap and is not billable or usable.
- Cancelled: The SIM was previously requested for disconnection and the 30-day cancellation period has passed. The SIM is now cancelled and cannot be used.
Your SIM will only allow for data connectivity if set to one of the following statuses:
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- Active: The SIM is billable and usable.
- Active ready: The SIM is ready and will activate when used for the first time.
- Active test: The SIM will become billable and active if it hits one or more of the thresholds set on the SIM (amount of data, SMS, or number of months that have passed).
- Locked due to IMEI change: The SIM will only work if it is in the device it has been locked to.
- Details - you will be able to see in the SIM is currently in session and when it was last seen on the network.
- Connection Details - you will be able to find the private IP address allocated to the SIM, and details of the last SIM session.
- Registration Details - For roaming SIMs, you will be able to find what carrier the SIM is currently registered to and when the SIM registered onto it.
Ping Test
You will be able to conduct a ping test to check if the SIM is contactable and online, by clicking the Ping button.
A SIM successfully responding to the ping test will look like the image below. This means the SIM is reachable and is currently in a data session.
A SIM unsuccessfully responding to the ping test will look like the image below. This means the SIM is unreachable and is not currently in a data session.
If you have a failed ping response, you will be able to select the SIM refresh button to help establish a fresh connection to the network. Please note, allow 1 hour for the refresh to process and a reboot of the device is recommended, if possible.
Other Helpful Articles
- What is a Ping?
- Why can't I ping my SIM?
- Why my ping is failing?
- My SIM does not have a data connection
If you are still experiencing issues after trying all or some of these steps, please contact us so we can help: support@wirelesslogic.com.