Troubleshooting FAQs

My endpoint status shows as “Offline”, what does that mean?
My device is switched on, but is still showing as “Offline”, what should I do?
My endpoint status shows as “ATTACHED”, what does that mean?
My device is attached and now trying to initiate a data session, but does not go online, what should I do?
What are the AT commands for a GSM Modem related to a data session?
Where can I see my costs?
I cannot access my account

1. My endpoint status shows as “Offline”, what does that mean?

This means your device is currently not active on any mobile network, either because it is switched off or it was not registered correctly

2. My device is switched on, but is still showing as “Offline”, what should I do?

Please check the SIM is correctly inserted into the SIM slot of your device and the GSM modem is a powered on. If it is powered on and is within the radio coverage of a mobile network, the status will change to “ATTACHED”

You can also check the event log provided in the dashboard, within the event reports widget, by clicking the “Detailed View” button

If your device tries to attach to a mobile network or country that it is not permitted to within your Roaming Profile, or if that network is not part of a Rate Zone, the Portal will display a warning showing your device has been rejected.

3. My endpoint status shows as “ATTACHED”, what does that mean?

This means your device successfully authenticated and attached to the mobile network, and that it is now able to send/receive SMS messages and go online, but the device has not yet initiated a data session.

4. My device is attached and now trying to initiate a data session, but does not go online, what should I do?

Check you have the right APN settings in your device: The APN name must be set as “bicsapn”. Your username and password are not required
Check that roaming is allowed by your device settings
Check your device does not have a “SIM lock“ that limits its use to a specific operator

5. What are the AT commands for a GSM Modem related to a data session?

The command “AT+CREG?” will return the current registration status on the GPRS network in the form <n>, <stat> where stat gives you a numeric representation:

0 → Not registered. The device is currently not searching for an operator to register to
1 → Registered on home network
2 → Not registered, but the device is currently trying to attach or search for an operator to register to

3 → Registration denied
4 → Unknown
5 → Registered, roaming

When a BICS SIM is operating under normal conditions, you will see the registration status “stat=5”
(Registered, roaming). AT+CGDCONT=1,"IP","em" configures the first CID Profile with the BICS APN. ATD*99# initiates a data session using the default CID Profile.

6. Where can I see my costs?

Please log in to the Portal and go to “Billing” in the top menu. Here, you will see a preview of the charges for the current billing period, or you can choose to download a statement from a previous billing period

To see the costs for a specific endpoint or SIM, you can open their details to see a cost overview for the current month. You will find data in the “Statistics” tab about used volumes and associated charges per day

Please note that the calculation of charges shown for an endpoint or SIM may not include special discount offers, data packages or data included in your SIM hosting package

7. I cannot access my account

If you forget your password, please visit the login page and click on the “forgot password” link. Enter your email address to receive a re-activation link, which you can follow to choose a new password. You can then login with your existing username and new password