Troubleshooting

If your SIM or device is not connecting, follow this guide.

SIM is not connected.

If your SIM is not connected to the platform troubleshoot with these instructions to find out where the issue is and how to fix it.

Step 1: Check the network signal.

First, check if the area that the device is in has a network signal. If there is no network signal then you need to provide the SIM with coverage.

If the SIM has a signal, then proceed to the next step.

Step 2: Check the Stop Cause of the Latest Session under Session Record.

To access the view the Stop Cause of a SIM:

  1. Select the specific SIM you want to test under SIM List View. This will take you to the SIM Detail View.
  2. Once in SIM Detail View, select the Session Record tab.
  3. The Stop cause is under Session History.

Knowing the Stop Cause will help inform you going forward about the issue with the SIM and it will also help the support team understand the issue, should you contact them.

Possible Stop Causes, what they mean, and how to connect your SIM:

  • Idle Timeout – The device failed to send data to the server or the server failed to communicate to the device. 
    • Action to Take: Check SIM data, check network signal, check device state, check if the server is up.
  • User Request – There is an activity that has caused the device to reboot itself. 
    • Action to Take: Check SIM data, check power issues on-site, check if the server is up.
  • Lost Service – The network operator could not establish connection/network is unavailable. 
    • Action to Take: Check power issues in the area, check network availability in the area.
  • Session Timeout – That the customer server has terminated the connection due to inactivity. 
    • Action to Take: Check that the SIM is has not used up its allocated data budget and suspended

If the issue has not been resolved then proceed to the next step.

Step 3: Check the status of the SIM.

The SIM card's activation state is presented using the statuses of the SIM. These statuses are presented as:

  • Activated - the SIM is online and working fine.
  • Hard Suspended - the SIM has been manually suspended.
  • Soft Suspend - the SIM has used up its allocated data and has been suspended automatically.
  • Pending deletion - someone has marked the SIM to be removed from the system.

Note: Accessing the Change History, available in the right panel of the SIM, will provide details as to when the status was changed and whom it was changed by.

The status of a SIM Can be seen in the SIM List View and SIM Detail View.



If the status says “Activated” then the SIM is connected. The issue is then different so proceed to the next step.

Action to Take: If the SIM says “Hard Suspended”.

  • Select the status so all options appear.
  • Select “Activated”.

Action to Take: If the SIM says “Pending Deletion”.

  • If you have the correct authority you can then undelete it.

Action to Take: If SIM says “Soft Suspended”.

  • Top-Up the SIM. (Find out how to top-up a SIM here.)

If the correct action has been taken and the status now says “Activated” however, it is not connected to the internet, or the server, then proceed to the next section.

SIM is connected.

Now you know that the SIM is online and you are connected, but you cannot access the internet or the server.

Step 1: SIMs can be internet allowed or disallowed.

This means that they can be configured to have access to the internet or to be prevented from having access to the internet. To check this:

  • Access the SIM you want to check through the SIM List View.
  • Select the “Edit” button.
  • View the “Pool Profile” field.
  • This field will explain if this SIM has an IP that is internet allowed or not.

Find out more about IP pool profiles here.

If the IP address is Internet-enabled, but the connection is still not working correctly, then proceed to the next step.

Step 2: Check that Trinity’s APN is configured on the device.

To do this you will need to access the device itself. This process may vary depending on the device and RTOS.

If the APN associated is not Trinities, then you need to input the APN (apn.trintel.co.za).

If the APN is correct, and the device is still not connecting, check the APN on the linked SIM.

Ensure that you restart the device afterward.

Step 3: Check that Trinity’s APN is configured on your SIM.

If the APN is not configured on the SIM then the SIM will not be online.

Check the SIMs APN by:

  1. Accessing your SIM through the SIM List View.
  2. The APN configured to the selected SIM will be shown in the top right as seen below.
  3. If the SIM is not configured to the Trinity APN then contact support.

Action to Take: If the APN is not configured.

  • Contact support.

If the APN is configured, and the issue has still not been resolved, then proceed to the next step.

Step 4: Check that the IP address of the physical interface from the device to the terminal, is the same as the terminal's IP address.

To check and/or change this you will need to access the device and terminal.

If these IP addresses are the same, and the issue has not been resolved, then proceed to the next step.

Step 5: Check the IP address of the SIM is the same on the device and on Connect.

To check the IP address of the SIM on the device, you will need to access the device.

To check the IP address of the SIM on Connect follow these instructions:

  1. Access the SIM you want to check through the SIM List View.
  2. View the IP address on the left hand panel shown in the image below.

 

Action to Take: If the IP addresses are not the same, or they are but the connection still will not work.

  • Contact support.