Introduction
Thanks to Network Logs, Signaling Logs, and Traffic Monitor, the Onomondo app gives you real-time insights into data traffic and a better understanding of device performance.
Whenever issues occur, you can use these tools to identify the root causes and troubleshoot faster. Follow this step-by-step process to find out how.
What to do when my SIM does not work or suddenly goes offline?
Log in to the Onomondo App.
Find the affected SIM and open the individual SIM page.
Check if the SIM has reached its data limit. Adjust the limit if necessary.
Check the Network Logs.
See this guide if there aren't any recent logs or no logs at all.
See this guide if there are “allowed to use…” and “attached 2G/3G/4G connection” events but no data is transferred.
See this guide if there are “attached data connection” logs, but you are not receiving any data from your device.
If none of the above scenarios apply:
If you have access to your device and can issue AT commands, perform this simple test.
If you can, capture Traffic Monitor logs to see where the data is being sent to/from. Download as PCAP and save the file for further analysis.
Still having issues?
Reach out to Onomondo Support via chat or write an email to [email protected]
Please provide the Support Team with:
List of affected SIM IDs.
The approximate location of the devices.
Timestamps of when the issues were observed.
Information about modem connection logic.
Device logs (if possible).
If you have already opened a case with us, send additional SIM examples / information in the original email / chat thread. This way, we can continue troubleshooting together in one place.
Disclaimer:
We will get back to you as soon as we can.
Our response times are specified within the Service Level Agreement attached to your contract.