SIM cards troubleshooting – kapptivate

A sim remains with status: "searching"

- Reboot the slot or the robot

- If the status remains "searching" after 10 minutes, insert the sim in a phone and check if it connects to the network

- If the sim is connecting to the network, it means that the modem IMEI has been banned (check this issue internally)

- If the sim is not connecting to the network, it means that there is an issue with this particular sim or that the network coverage is very bad

A sim is showing status: "unregistered"

It is probable that the SIM has been deactivated because it always stayed connected to the same antenna.

Reboot the modem.
If it still stays unregistered, check the sim status in a phone and replace it does not connect.

Error "sim timeout: +CUSD 5"

"Network Timeout CUSD+5" happen because the cellular network did not answer a session opening request (initiated by the modem). Possibles causes:

Bad network coverage
Outdated USSD licence
Overloaded USSD server

You may also check the pcap files (radioframes) available in your test results artifacts to confirm that the request is sent.

In the logs, you should look at:

UplinkDirectTransfer(cs-domain)(DTAP) (SS) Register (GSM MAP) invoke processUnstructuredSS-Request

Which shows that the request is sent.

DownlinkDirectTransfer(cs-domain)(DTAP) (SS) Facility (GSM MAP) invoke unstructuredSS-Request

Which shows that there is a reply.

If not, contact your USSD provider.

Error "CME 100"

Try a modem reboot and contact us

Error "Connection problem or invalid MMI code CME 258"

The sim card refuses USSD actions. Try to reboot.

If the reboot action doesn't help, Do not hesitate to circle back to customer's Network team.

Error: "No SMS received"

Check if the SMS did not come late in the sim history in kapptivate testing.

Error : "Call emitted but suddenly stopped"

Either the sim card does not have airtime, or is not allowed to call this number (short numbers or unavailable while roaming)

Error: "robot unreachable"

Either the robot is not connected, or (if the agent is available in the administration) the time set on the robot is not synchronized (ask our support team to check)