Support Self-Service: No Connection
Troubleshooting: When a cellular
router or gateway will not connect or has intermittent
It's frustrating when your cellular
router or gateway does not connect to the network.
You can tell you have connection problems if your connection LEDs
are not as expected, flickering, or you have intermittent
connectivity. Depending on the manufacturer the LED indicator may
go on for up to 30 seconds then go off again.
If this happens, follow the steps
Is the SIM installed properly?
If so, is the APN set?
If the SIM is installed properly and the APN is set, remove the
SIM and test it in another device along with setting the correct
APN in the other device.
If the other device connects, return the SIM to the new device
and test again.
If the device still does not connect, contact your SIM provider
to ensure your device and cellular services are compatible.
If your issue still is not solved,
proceed to step #2
APNs (or cellular access points) are specific to each cellular
company and potentially to your account.
If you are with Rogers or Telus, follow the directions
If you are with another carrier, contact them for their APN.
If you have a unique APN contact your SIM reseller.
If you are with Telus, check your
APN is Telus.
If you are with rogers, check your
APN is Rogers.
If your issue is still not resolved,
proceed to step #3
Complete a factory reset on the
device. Instruction for factory reset can be found on this quick
start manual for the product.
If your device is Sierra Wireless,
If your device is a Cradlepoint, head here.
If your device is a Digi, head
If your device is a Inhand, head
If your device is a Inseego,
If your device is a Gemalto, head
If you device STILL does not connect, proceed to step #4.
Thank you for following the troubleshooting steps. Please follow
the steps below to talk to our support team.
Login to device.
Take a screenshot of Network/Cellular Status to send to Novotech
Support. Follow the link to email our support team:
Please fill out a brief description of your issue, your
serial number and any other relevant details a support staff member
should know. It is mandatory to include your device’s serial number.