Troubleshoot a Device
The IoT.live Portal provides several tools to help diagnose and resolve connectivity, provisioning, and operational issues affecting devices and subscriptions.
Common troubleshooting workflows include:
- Investigating connectivity loss
- Reviewing device status
- Validating provider synchronisation
- Checking usage activity
- Running diagnostics
- Reviewing operational history
[IMAGE PLACEHOLDER: Device troubleshooting overview]
Start with the device record
Begin troubleshooting by locating the affected device in Inventory Management.
Search using:
- ICCID
- IMSI
- MSISDN
- Customer tag
- Device tag
- Provider information
[IMAGE PLACEHOLDER: Device search workflow]
Review device status
Open the device details page and review:
- Operational status
- Native mode
- Assigned rate plan
- Provider information
- Recent activity
- Usage information
[IMAGE PLACEHOLDER: Device details troubleshooting view]
Common statuses may include:
- Active
- Suspended
- Inactive
- Provisioning
- Error states
Operational statuses and terminology may vary between providers.
Run diagnostics
Use the built-in diagnostics tools to retrieve provider and operational information.
Diagnostics may help identify:
- Network registration issues
- Provider synchronisation delays
- Lifecycle state mismatches
- Usage anomalies
- Connectivity failures
To run diagnostics:
- Open the device record
- Select Diagnostics
- Review the returned information
[IMAGE PLACEHOLDER: Diagnostics workflow]
Review recent operational changes
Use the Audit Trail module to review:
- Native mode changes
- Rate plan updates
- eSIM operations
- Batch processing activity
- Administrative actions
[IMAGE PLACEHOLDER: Audit Trail troubleshooting workflow]
This helps identify:
- Recent operational changes
- Failed updates
- User-triggered actions
- Synchronisation issues
Check Batch Operations
If the device was part of a bulk operation:
- Open Batch Operations
- Review job status
- Check validation results
- Identify failed records
[IMAGE PLACEHOLDER: Batch Operations troubleshooting]
Partial failures within batch jobs may leave some devices unchanged while others complete successfully.
Investigate provider synchronisation
Some operational changes may take time to synchronise with the underlying connectivity provider.
This can temporarily affect:
- Displayed status
- Usage visibility
- Lifecycle updates
- Rate plan information
[IMAGE PLACEHOLDER: Provider synchronisation example]
Differences between the IoT.live Portal and the provider platform may occur temporarily during synchronisation windows.
Common troubleshooting scenarios
Issue | Recommended Checks |
|---|---|
Device has no connectivity | Verify native mode and diagnostics |
Usage not updating | Check provider synchronisation status |
Rate plan change failed | Review Batch Operations and Audit Trail |
eSIM operation incomplete | Verify provider support and processing status |
Device missing from results | Review filters, account scope, and tags |
Escalation and support
If issues cannot be resolved:
- Export relevant operational data
- Capture screenshots and diagnostics
- Record affected device identifiers
- Review Audit Trail activity before escalation
This information can help accelerate provider or support investigations.
[IMAGE PLACEHOLDER: Support escalation preparation]