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Below you will find troubleshooting information for situations where your device does not connect, shows a red indicator, or cannot be communicated with. This information applies to all products except OTAC-AG, where the SIM card is provided by us and therefore must not be replaced or removed.
If you are using an older device (article number starting with GSMS-), we recommend that you first review the information about the 2G network and how it affects our older products. Read more about this here
If you are unsure about any step in the process, always refer to the user manual for your specific model.
All user manuals can be found by clicking here
In almost 99 % of cases, the issue is related to the SIM card.
When power is disconnected and then reconnected, the following should normally occur:
On older 2G devices (GSMS-), the "STA" LED should turn off.
On newer 4G devices (OTAC-), the LED should after a short while change to solid green.
If the "STA" indicator does not turn off, continues to blink, or never turns green, this indicates a fault. During this time, there is no point in sending commands or SMS messages.
Any commands sent while the device is not connected will be delivered once the connection is established, which may result in multiple responses being received at the same time.
Troubleshooting – step by step:
Remove the SIM card from the device and insert it into a standard mobile phone.
Check that no PIN code is enabled on the SIM card.
Send an SMS from this SIM card to your regular mobile phone number.
Reinsert your regular SIM card into the phone and verify that the SMS is received correctly.
Confirm that the correct phone number is associated with the SIM card that will be installed in the device.
If SMS messages cannot be sent or received as expected, the issue is likely with the SIM card. In that case, try using a different SIM card.
Recommended mobile network:
We recommend using a reliable EU-based mobile network operator with good 2G/4G coverage. The device has been developed and tested primarily on established European networks. Other operators also work, but there may be minor differences between networks that are not always noticeable in a standard mobile phone.
Important: The device cannot respond to any commands if there is no credit or active subscription on the SIM card.