Device not Registering

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  • Updated 2 years ago
I have a device that was powered on and would not establish a data session. I sent a couple of SMS commands, and they went through just fine, but the device never reported. I tried sending another command, and it gave me an Error 6. I tried clearing the registration and left the device on for several hours. It has not re-established registration. Device ending in 6333.
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shiloah warren

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Posted 3 years ago

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Bob Heckmann, Official Rep

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Hi Shiloah,

Thanks for your post. Note that the device won't establish a data session upon power up. You can learn more about programming the APN in your device and establishing a data session here.

The SMS issue you're reporting is a separate issue. I made some changes in the back-end for your device that may resolve it. The only way to know for sure is to run through a simple reset process (we need to force the device to re-register). Please do the following:

  1. power off the device
  2. remove the SIM and let the device sit for at least 5 minutes
  3. insert the SIM and power on the device

Regards,
Bob
(Edited)
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shiloah warren

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We have done this, and I still get this error with SMS:
Send MT-SMS failed. Cause: AerFrame ErrorCode 5
I cannot set the APN unless I can get SMS service to it.
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Bob Heckmann, Official Rep

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Hi Shiloah,

Our network operations team reset the HLR for that device and are monitoring the logs. Please run through the power cycle process one more time and they'll monitor it in real-time.

Regards,
Bob
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shiloah warren

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The device has been power cycled again. Please advise.
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Bob Heckmann, Official Rep

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Hi Shiloah,

Our diagnostic tools show no attempts by the device to register since the power cycle. That indicates a device issue, as it's not attempting to attach to the network. 

Questions: I noticed you have other devices that appear to be operating normally on the network. Are your devices in the same location or spread across different areas? Are your devices of the same type or different?

Here are a couple troubleshooting steps to try if you haven't already:

  • put the SIM with ICCID ending in 6333 into a different device, preferably one that is working on the network with a different SIM.
  • if you have an unlocked Android phone put the SIM in it to see if it registers.

Regards,
Bob
(Edited)