Troubleshooting guides and FAQs
Learn how to debug connectivity issues and manage your SIMs.
By Chandika and 6 others7 authors110 articles
Announcements
Important information regarding ongoing technical investigations.
- 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.
- Data issues - Vodafone Spain LTE networkA known issue related to extra header information added by the local serving gateway, specific to Vodafone Spain.
General questions
Learn more about the functionality of the Onomondo app & API
- Can I set the Onomondo app to show local time?No. The app and API show UTC timestamps.
- How do I turn on dark mode / light mode in the Onomondo app?Simply toggle between the modes in your user settings.
- Which ISO certifications do you hold?Onomondo holds the ISO 27001:2022 certification
- Can a scheduled maintenance be rescheduled?No. Once a maintenance window has been confirmed and communicated, it cannot be rescheduled.
- When is a SIM considered "online"?Check for "Attached data connection..." events in the Network Logs.
- Are connection speeds slower and latency higher with an Onomondo SIM?Traffic from a device using an Onomondo SIM has to pass through the Onomondo Core Network to reach the Internet. Using a local SIM can pose a slight performance advantage,…
- What's the difference between NAT timeout and PDP/PDN session timeout?Once the device attaches a data connection on the network, periods of inactivity are subject to two different timeouts.
- What is the max data throughput for an Onomondo SIM?Onomondo SIMs are capped at 25 Mbps for data throughput, with a small amount of burst above the cap.
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.
- My device cannot connect and I see returnError: "OperatorDeterminedBarring" in Signaling LogsReview the FPLMN list and perform a full scan to ensure optimal connectivity.
- 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.
- 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.
- 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
- My device cannot enter PSM / eDRX modeCheck availability and determine whether the network is rejecting access to the feature.
- Device is online on platform but does not respond to my pingYour device is not responding because it is configured not to answer pings or has down a hard shut down
- My device disconnects randomly and frequently, despite stable data sessionsUpdate device configuration to ensure more stable connectivity.
- What does Modify Bearer Request / Response mean?A Modify Bearer Request / Response updates LTE data paths and QoS settings during an ongoing session, like during handover or policy change.
- What is a "Purge" request in cellular signaling?A "Purge" request is a network signal indicating that a device has become inactive.
- SIM is offline and I see “Not allowed (...): sms_disabled” in the Network LogsSMS needs to be enabled to let the SIM connect over GSM, even if your device doesn’t use SMS.
- What does "Cancel Location" mean in signaling?It is a message sent to the local operator to remove the subscriber’s current location.
- I am having issues with my Teltonika device.Reach out to Teltonika support team.
Data transfer issues
What to do if the device is online, but not sending data.
- 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.
- The device has attached data connection, but I am not receiving any dataReview device configuration.
- 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.
- SIM with connector is online, but I cannot receive data.Check for server misconfigurations or missing connector passthrough settings.
- 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.
- 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
- How to test Mobile Terminated (MT) traffic on the Onomondo network?There are multiple options to test MT traffic and maintain the NAT mapping.
- Why is my device receiving packets when it is offline/deactivated?The most common reason is an OpenVPN connection is still trying to communicate with it. Check the user page to see who owns the IP address.
- What is a zero-byte session?A zero-byte session occurs when a device starts a data session but transmits no user data.
- I have issues with my mTLS certificate.Check certificates on both Onomondo's side and your backend.
- Can my device open multiple PDP contexts at once?No. We do not support multiple contexts at the same time.
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.
- Does Onomondo have plans for LTE-M / NB-IoT coverage in country X?We are constantly working on expanding our coverage. However, LTE-M and NB-IoT availability depends on multiple factors.
- My device switched from LTE to 2G unexpectedlyThis can happen when LTE signal deteriorates. Check coverage and review RAT preferences on the device side.
- What are permanent roaming restrictions?Some operators impose restrictions on roaming SIMs. These limitations may affect your deployments.
- My SIM is connecting to a network that is not allowed on the network listToggle the SIM or wait to avoid unnecessary issues.
- My module supports LTE Cat 1 bis. Can I connect to any LTE network?No. LTE Cat 1 bis is not supported on every LTE network.
- Why does my device keep trying to connect to a network not included in the Network List, even though other operators should be available in the area?This can depend on many factors.
- Does Onomondo have detailed coverage maps for specific operators or Radio Access Technologies (RATs)?No. We don't provide per-operator coverage maps.
- I cannot find MTN Zambia (645 02) in the Network Marketplace?MTN Zambia is non-operational for Onomondo SIMs and has been removed from coverage.
SMS issues
Having trouble with sending SMS?
- How do I understand SMS errors?SMS errors are responses from the local infrastructure when SMS cannot be delivered. Understanding them helps debug why delivery is failing.
- I can't send SMS to my device due to absentSubscriber errorMake sure your device is registered to the network on GSM.
- Is there a way to restrict outgoing SMS from the device without restricting incoming SMS?No. You cannot restrict outgoing (Mobile Originated) SMS without effectively disabling incoming (Mobile Terminated) SMS.
- My mobile phone sends unexpected SMS upon boot-upUse the SIM in an IoT device instead, or disable SMS on the SIM to avoid unwarranted SMS
SIM management issues
Handling SIMs and SIM-related issues
- 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.
- 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.
- If a deactivated SIM is placed in a device, will it be able to read the IMEI?Yes, a deactivated SIM card placed in a device will still allow you to read the IMEI number on it.
- Is my SIM damaged?Try these steps to verify whether SIM card has incurred damage.
- Can I receive usage alerts via email?Yes you can. Set up a custom automation in Make or Zapier.
- Can I get an Onomondo SIM with a local IMSI?No. All Onomondo SIMs fall within Onomondo-owned IMSI ranges and cannot be changed.
- Can Onomondo provide the location of a stolen device?No. Onomondo can only report the last known cell tower location the device connected to.
- Why does a new SIM have entries in the FPLMN list?FPLMN entries can appear if the SIM was powered on or tested before use.
- How to disable Cost Alert on a SIM?Edit SIM and remove all text from the "Alert threshold (€)" field.
- How to update Cost Alert on multiple SIMs at once?You will need to send a PATCH request via the Onomondo API and run it through a list of SIMs.
- I disconnected the modem from power but the SIM is still "online" in the Onomondo app.Power down the modem according to manufacturer's recommendations. This should help ensuring that SIM online status is up to date.
- Can I see the FPLMN list through the Onomondo app?No, the FPLMN list is stored on the SIM but managed by the device. It can't be accessed via the Onomondo app.
- What does "Came online" in the Dashboard refer to?The "Came online" counter shows the time passed since the device has last come online.
- How to identify which Tag / subset of SIMs had a spike in data usage?There are multiple ways to find out. Use the app's Usage features are retrieve usage records from the API.
- What happens when a SIM reaches its data limit?Data sessions are terminated as soon as the SIM reaches the set limit.
- I cannot see the IMEI on the SIM pageIMEI is only reported once the device comes online. However, it is not guaranteed to be reported.
Useful AT commands
Troubleshoot directly on your device.
- Why does AT+COPS return previously rejected network as "available"?FPLMN is not always updated after a single rejection or failure to register.
- AT+CGREG: Modes, parameters, and examplesThis article is a practical overview of how to use the AT+CGREG command.
- AT+CEREG: Modes, parameters, and examplesThis article is a practical overview of how to use the AT+CEREG command.
- AT+COPS: Modes, parameters, and examplesThis article is a practical overview of how to use the command.
- Why you shouldn’t tell your IoT modems to attach/detachUsing AT+COPS=0 and AT+COPS=2 to attach / detach modems to / from the network is often a bad idea.
- Can I set a specific RAT as the preferred RAT on a Nordic Semiconductor nRF9160?Yes. The nRF9160 allows you to select LTE-M, NB-IoT, or both, and define which RAT is preferred using AT commands.
User access issues
Having trouble logging into the app?
- I cannot log in to the Onomondo appClear your browser data and/or reset your password.
- I can't see all of the SIMs in my accountAsk your Admin to make sure that the Tags associated with your Member user profile are in line with the right SIMs.
- Can Member-level users see SIM costs in the app?Yes. Members can see costs and pricing associated with SIMs and Network Lists paired with their Tag(s).
- What to do when you password link has expiredClick on the reset password option on the login page and enter your email to receive a new password link.