OmniSIM Troubleshooting Tips
Use this guide when having difficulties with your eSIM connecting or need help creating a case (ticket).
This documentation applies to the following products:
OmniSIM
For all other products, please review their respective documentation
Device Connectivity Checks
Your device should be active and connected to a carrier within 5-10 minutes of completing the activation process.
If your device is not connected, we suggest testing your device using the steps below in order. You do not need to complete all steps if the device regains connectivity and begins to work.
Insert the eSIM into the device SIM slot and power ON the device. Check that you have chosen “data.apn.name.”
Check that data and data roaming is enabled.
Check if you can browse the internal once attached to the network.
Check you can send and receive SMS from the device.
Check the device documentation for settings to be done, that the IoT device has the latest firmware, etc., and test it again (steps 1 to 4).
Power off the device, put the SIM into a mobile phone (or another device), and repeat the above steps 1 to 4. If the SIM works with a mobile phone or another device, the assumption is that it is a device related issue. Contact the device manufacturer.
Check if you can browse the internet and receive SMS. If you can, perform an eSIM validation test (eDVT), which will prove that your device is capable of supporting eSIM.
Create a case (connectivity option), and our support team will be able to investigate further.
SIM and Account Setup
SIM is in an active status (test, ready, active)
Check that the SIM is provisioned and active on your ConnectivityPro account https://connect.korewireless.com/login.
Review the device connectivity checks article to see if this will resolve the issue.
Note: Allow around 5 minutes after making changes for communication between the SIM and ConnectivityPro.
Check Your Plans
Check that your plan provides suitable coverage for your local network operators.
The coverage checker tool can be found here: https://esimpro.korewireless.com/esim-coverage
Searching for your country, network, or region – you can see which carriers, bearers, and network features are currently supported for your plan and service level.
Note of any roaming restrictions that may apply to certain carriers in your region.
Account Status
Check that your billing account status is active and your account is not in arrears.
Device setup
Physical SIM card
For physical SIMs, ensure the SIM is correctly inserted, and the electrical contacts are clean. It is possible that the SIM is not correctly seated within the device, or grease can accumulate on the electrical contact from handling. Remove the SIM, gently wipe the electrical contact with a soft, clean cloth, and reinsert it into the device, ensuring it is correctly mounted.
Be careful when breaking apart a “triple” / “multi” SIM. Bending the SIM could cause the electrical contacts to become loose, risking damage to the SIM slot of your device.
Device
Check that the device is powered on and has completed the initial boot cycle. Sometimes OmniSIM will take longer to register with a network on the first initialization following a power cycle while it looks for the best network to attach to.
Allow 5-10 minutes for this initial attach to ensure it is not just taking a while in your area to get a good attach.
APN
Ensure the APN is set correctly – KORE OmniSIM uses the APN “data.apn.name”. It’s important that this has been configured correctly within the device for it to work.
OmniSIM APN is: "data.apn.name"
Check using AT Command.
Response
SMS enabled
Check if the device is configured to send and receive SMS. You can test the SIM card in another device (set the right APN).
Try sending an SMS to and from the new SIM device to check that this works.
Data Roaming
Check that data roaming is switched on.
KORE OmniSIM operates under roaming conditions on the host network, and the device needs to be enabled to allow this.
Firmware
Update your device and modem to the latest firmware, if possible. Often bugs or suboptimal performance are remedied by the manufacturer with new releases.
Determine if it is the SIM or the device
Test the SIM card in an alternative device. Sometimes there is a device issue that is not clear to the user. Testing the SIM in another device and following the setup guide can help to rule out a hardware issue with that specific device.
Coverage
Confirm local network coverage conditions with a secondary test, and move the device to an alternative location. In some instances, it may not be possible for any local networks to get coverage in a certain location as thick walls may block the signal, or there may be interference from other equipment. Confirming signal reception with another device, or giving the device a better unobstructed line of sight to the cell tower, can help to determine whether it’s a device, SIM, or a coverage issue.
Power cycle the device
If the device is switched on and is not responding, power cycling (turn off and then on) can help, as this will reboot the modem in the device.
Note: Check all steps above before power cycling your devices, as this should be a last resort.
Need More Help?
If you’ve tried these troubleshooting tips and you’re still having problems, please refer to our more in-depth support content if you are a more advanced user, or you can raise a ticket to our global technical support team.
When raising a ticket, please provide as much useful context as possible, to help us identify the issue. This might include the following:
A brief description of the issue
Whether the issue is fixed or intermittent
What services are impacted – data, SMS, voice
When the issue started (date and time)
How many SIMs are affected (providing the full list of the SIM numbers affected)
Address where the unit(s) are located – street, city, postcode, country
Whether any WORKING SIMs are in the same or close to the location
What the user case and expected behaviour of the device is
The APN used and currently configured on the device
The device and modem make / model / firmware (including any recent firmware changes)
The device technology – 2G / 3G / LTE / CAT-M1 / NB-IoT
The RSSI / signal strength of the device
Whether device / SIM swap has been conducted (for non-embedded SIMs)
Any error messages / readable copies of device logs that can be shared for review / analysis
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