Troubleshooting Tips

Why is my SIM not working?

Below provides a list to check-through when troubleshooting.

APN – Ensure the device APN matches the VSlice configuration. The default APN is stacuity.flex, which routes traffic to our network and separates it by VSlice, so it will work if you haven’t set a custom APN. If a custom APN has been set, you can confirm it in the Customer Portal:

1. Go to Configuration → VSlice and select the SSlice your endpoint is assigned to.
2. If you’re unsure which vSlice the endpoint uses, open Inventory → Endpoints to check.
3. In the vSlice view, if Advanced Settings is ticked, the configured APN will be shown.

Data roaming – On the device itself, open the mobile-network settings and ensure Data Roaming is enabled.

Account credit – If you are not using a data bundle, your account credit may be depleted.

1. In the Customer Portal, the balance appears in the top-right corner.
2. Click the balance for detailed information or to top up (if your provider has enabled top-up).

Bundle status – Confirm that any active bundle has not expired or been consumed.

1. In the Customer Portal, open Events → Event Viewer and filter on **Bundle Depleted Event v1 **to see any recent depletion events.

Sponsor-operator coverage – Contact your connectivity provider to confirm that the local operator you are trying to connect through has coverage in the target country or region.

Operator policy – Ensure the assigned operator policy allows sessions in the specific country/operator. To create or update an operator policy, follow the instructions here: [link to operator-policy guide].

Why can’t I send SMS?

Stacuity does not provide routable SMS services for external delivery. We operate an internal SMSC that enables SMS between the platform and an endpoint (and vice versa) for management or application purposes, but messages cannot be sent or received to/from external mobile numbers.

Both Mobile-Originated (MO) and Mobile-Terminated (MT) SMS generate events on the platform. You can subscribe to these events via webhook to receive a detailed JSON payload for monitoring or integration purposes.

Learn how to create an event handler and subscribe to the appropriate SMS events here.

If I’ve blocked a network in operator policies, why does it still attempt to connect?

Choosing Reject on the operator policy does not change the device or SIM configuration. Devices are often programmed to iterate through a list of carriers and attempt each one a set number of times. This behaviour occurs regardless of what is configured in the operator policy, which is why the platform must actively reject the connection request when it arrives. It is common that if a device was previously connected to a network, it will try to connect to it more frequently before moving on.

Note that typically if Manual Network Selection is set on the device, it will override the above behaviour and “camp” on the selected network, regardless of what the operator policy is set to.

If you need to adjust or optimise the preferred-carrier list stored on the SIM, we have partner suppliers who can assist with SIM-profile or preferred-network configuration, depending on your connectivity provider. Contact your account representative for guidance or an introduction to the appropriate partner.

Why is the latency high?

Network latency can increase when traffic travels long distances before entering the Stacuity network. To minimise latency, review your Regional Policy configuration. Regional Policies let you specify where in the world your data first enters our network (for example, Europe vs. North America).

Ensure the policy for the relevant endpoints is set to the region closest to your devices and target application servers.

Learn how to create or update and apply a regional policy here.