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Troubleshooting guides and FAQs

Troubleshooting guides and FAQs

Learn how to debug connectivity issues and manage your SIMs.

Connectivity issues

What to do if the device can't come online.

Is the network down?Check Onomondo Status Page to see current network status.
SIM is offline and Network Logs / Signaling Logs are emptyMake sure that device settings are correct, FPLMN is clear, and test connectivity with AT commands.
I deactivated my SIM and activated it again, but it is not workingCheck and clear the FPLMN list on the SIM.
When a SIM suddenly drops offline, what can we do besides restarting the device?Having Fallback strategies ensures higher uptime
Why is my device connecting to 4G and GSM simultaneously?Your device is connecting to two different sides of the network for different purposes.
Unusual blocking of LTE-M and NB-IoT by certain carriersA couple of networks are closing LTE-M connections after they are created as a way to reject LTE-M.
My device cannot connect and I see returnError: "OperatorDeterminedBarring" in Signaling LogsReview the FPLMN list and perform a full scan to ensure optimal connectivity.
The device has attached data connection, but I am not receiving any dataReview device configuration.
I have inserted the SIM into my device, but it fails to establish a data connectionMake sure that APN, data roaming, and network registration settings are correct.
My device cannot connect to the network after crossing country borders.Ensure optimal device configuration for the current country.
My LTE-M / NB-IoT device is attempting to come online, but I do not see any Network Logs.Check if LTE-M / NB-IoT is available in your country and adjust device settings if needed.
SIM with connector is online, but I cannot receive data.Check for server misconfigurations or missing connector passthrough settings.
My device cannot connect on LTE-M / NB-IoT and there are no Network LogsCheck your device configuration and timeout settings for optimal connectivity
How do I get my device to register on GSM?Check GSM registration status on the device with AT+CREG? command.
What happens if a device attaches and detaches again and again?Loops of "attached data connection" and "detached data connection" indicate normal and expected behavior.
I see 0 byte sessions when using NB-IoTWhen the device is attached to NB-IoT there is no data in the data sessions on the platform make sure to check that ePCO is disabled.
How many bearers can my modem open simutaneously on Onomondo's network?Onomondo only allows one concurrent bearer open at a time. Make sure that the modem does not try to open multiple bearers
I cannot establish an FTP connection from my deviceMake sure FTP servers are set up in "Passive" mode for the device to establish a connection
I see unusual spikes / drops in data usage on a SIM.This is often related to communication happening in the packet layer between device and server. Use Traffic Monitor to investigate further.
My device cannot send data when attached to Vodafone Spain LTE networkIt's a known issue related to extra header information added by the local serving gateway, specific to Vodafone Spain.
Traffic Monitor displays packets larger than 1360 bytes, despite exceeding max MTU sizePackets larger than 1360 bytes may be fragmented on the way to Onomondo PGW, but displayed in the Monitor as single packets.
Network selection & network coverage

Control the networks your devices can connect to.

Can Onomondo offer reliable connectivity in country X?You can find information on all supported networks and technologies on our Coverage Page.
Do SIMs have any priority order of networks based on signal strength?No. The SIMs are non-steered and it's up to the device to choose the first network with strong enough signal.
How does the Network List function during connection sequence?Understand the role of Network Lists during the network selection process.
Does network X support NITZ (Network Identity and Time Zone)?Onomondo does not have information on which specific networks support NITZ.
Why can I not connect to NB-IoT and/or LTE-M network(s)?Check if the network operator supports NB-IoT and/or LTE-M connections.
Can I see which frequency band(s) my device connects through?No, this is not visible in Signaling Logs.
What coverage can I expect from my location?It depends on multiple factors
Why is network X not available in country Y?Availability of networks depends on commercial agreements and your subscription type. Check our Coverage Page for details.
What does "Validated" mean for LTE-M or NB-IoT on Onomondo's Coverage Page?You can use these technologies on these networks. We have proof that these technologies are accessible and functional. There are limits.
Why is there no data in Cell Tower Location Information?Cell Tower information is provided when captured in signalling. Location is retrieved and limited to data of external geo-location services.
Do Onomondo SIMs support satellite / non-terrestrial networks?No. Our coverage is fully based on terrestrial MNOs.
Is it possible to use MCELL for location and not SCELL?No. Onomondo displays only the last cell the device attached to.
Where can I see if a network supports PSM or eDRX?Check the Onomondo Coverage Page for details.
How can I steer the connection to a single operator?Although generally not advised, you can do this in Network Lists or by setting a user-preferred PLMN list on the modem.
SIM management issues

Tags & Usage

Does the SIM card store the FLPMN list if the network has not been whitelisted?Networks excluded from the whitelist are added to FPLMN only when the module attempts to connect to them.
How can I disable the FPLMN function?FPLMN cannot be disabled. Consider upgrading your device firmware to avoid issues.
I cannot edit tagged SIM cardsYou have to enable "write access" on the Tag first. If this is disabled, Member level users will not be able to edit SIMs.
Is it possible to create eSIM for iPhone using the Onomondo platform?No, you cannot create SIM profiles on the Onomondo platform yourself.
What are "Active SIMs" on the dashboard?"Active SIMs" indicator refers to SIMs that have been activated last month.
How can I see the network signal strength for a SIM card?Onomondo has no information about signal strength received by the device.
Is country X on my network list?Go to the Network Lists in the Onomondo App and click the "edit" button to view / add / remove networks from the list.
Toggling cellular technologies on a SIMYou can change which technologies (2G/3G/4G) the network will allow the device to connect to.
Can I disable NB-IoT on a SIM?
Why can I not see historical SIM data in the Onomondo app?Usage records, Network Logs, and Signaling Logs are stored for no longer than 90 days.
Can I track to location of my SIM over time?We do not store this information, but it can be done via Location Update webhooks
My device is connecting on 4G, but I want it to use 2G only.Toggle enabled technologies on the individual SIM page.
Can I get the MAC address of the device from the Platform?No. The MAC address does not reach the Onomondo network.
Why is the usage on the SIMs overview page lower than the usage reported on the SIM pageMonth to Date usage reported on the SIMs Overview page is updated by a service every hour, resulting in reporting slightly lower MTD usage.
How long does it take for SIMs to appear in the app?The SIMs will be visible as soon as we process your order. Processing your SIM order can take up to 72 hours.
Is there a manual way to force a SIM to re-authenticate with the carrier?Yes. You can deactivate and re-activate the SIM in the Onomondo app. Do so at your own risk.
Source IP received by the server does not match SIM IP in the appUse OpenVPN for direct access. This will allow you to identify the SIM IP.
How do I delete SIM cards from the app?SIMs added to your account cannot be deleted. Consider deactivating those you no longer need.