Troubleshooting Cellular Provisioning Issues

For guidance on provisioning using cellular, see Provisioning a Canvas Using Cellular.

Reasons Why Cellular Provisioning is Failing

If you receive the “Provisioning failed” screen after tapping “Connect”, check for these issues:

• One or more of the APN settings are configured incorrectly.
• Cellular signal strength is poor.
• The SIM carrier’s network is not available or experiencing an outage.
• Videri-side server issues.

Troubleshoot Provisioning Failures

See each section below to troubleshoot potential points of failure.

APN Settings

To confirm that APN settings are configured correctly: 

1. Ensure that the MCC and MNC of the selected APN match the MNC and MCC of the SIM card.
2. If needed, check with your provider about correctly configuring an APN.
3. If you are unable to provision using cellular, use WiFi if available. Once online, APNs can be configured using Portal3. For guidance, see Configuring APN Settings Using Portal3.

Poor Cellular Signal Strength

If signal strength is -100 dBm or less, it may be difficult to establish a connection.

• When in an area with poor cell connection, use WiFi to provision. You can then try connecting to cellular using Portal3.
• If WiFi is unavailable, you may need to relocate the Canvas to an area with better cell reception.

Network Unavailable

Sometimes network issues can cause issues when attempting to provision. The network may not currently be available, or you may have reached your data usage limit. Check with your network provider for possible outages.

Videri Server Issues

Although rare, server issues can prevent a Canvas from being provisioned via cellular or WiFi. If this occurs, try again at a later time. You can also check our status page to see if any known server issues exist, or reach out to the Videri Support Team by opening a ticket above or sending us an email at support@videri.com.