> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hologram.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting connecting to the Hologram network

> This guide reviews steps to follow if you are having trouble connecting to the Hologram network. Systematically isolate connectivity issues across device, SIM, network, and application layers.

When troubleshooting, our main objective is to isolate the issue to either the hardware, SIM card, the cellular network, or potentially downstream application traffic such as a web server. The following steps help us to hone in on the source of the issue:

<Steps>
  <Step title="Check the SIM status">
    Check that the SIM status in your dashboard is either **Ready** or **Connected**. If it is not, then your SIM has not been properly [activated.](/dashboard/activation/activation-overview)
  </Step>

  <Step title="Power your device off and remove the SIM" />

  <Step title="Confirm the SIM is inserted properly">
    Re-insert the SIM. Confirm your SIM is inserted properly. Make sure the notch on your SIM matches the location of the notch on the printed hardware guide for your device. Check that the circuit contacts of the SIM slot touch the gold plating on the SIM. Lastly, confirm that the SIM is making good contact with your device. SIMs should fit snugly inside your device. If you feel like your SIM is too loose, try inserting a thin and flat object, such as a piece of paper, between your SIM and the top of the SIM holder (not between the metal contacts). This can be the result of manufacturing or assembly variance of the SIM holder parts on circuit boards.

    <Frame>
      <img src="https://mintcdn.com/hologram-b29df2a6/gBXuuJ66IPyI_nhw/images/troubleshooting/sim-reseat-orientation.png?fit=max&auto=format&n=gBXuuJ66IPyI_nhw&q=85&s=a6ca31cee839878680617d38ed56fd24" alt="SIM orientation and seating diagram" width="612" height="264" data-path="images/troubleshooting/sim-reseat-orientation.png" />
    </Frame>
  </Step>

  <Step title="Check the coverage">
    Confirm that you are in a location that receives cell service. Check that Hologram supports available networks and radio access technologies in your area by checking our [coverage page](https://www.hologram.io/coverage/).
  </Step>

  <Step title="Power on the device" />

  <Step title="Check the data roaming settings">
    Check any data roaming settings on your device and make sure they are enabled (no additional charges will be incurred). This should be documented in your device's manual. Roaming is what allows us to connect to 550+ networks around the world.
  </Step>

  <Step title="Check if APN is set correctly">
    Confirm that [your device's APN is set to "hologram".](/guides/get-started/set-the-device-apn)
  </Step>

  <Step title="Send an SMS message to the device">
    Send an SMS message to your device from the Dashboard's messaging tool and confirm that you can receive SMS messages sent. SMS is a separate network that does not require our APN. Checking this will help us determine if we are registering to the circuit switched cell towers successfully.
  </Step>

  <Step title="Try receiving and transmitting data from your device" />

  <Step title="Check for hardware issues">
    If you are still having issues and you have access to an unlocked phone, place the SIM into the unlocked phone. If the phone is able to receive SMS and transmit data, there is likely a hardware issue.
  </Step>

  <Step title="Check for network outages">
    You can also check our [status page](http://status.hologram.io/) to see if there are any reported outages.
  </Step>
</Steps>

## Advanced troubleshooting

Advanced troubleshooting can be performed if you have access to your device's modem via AT Commands. If you do, please run the [Modem and SIM diagnostic](/guides/troubleshooting/modem-and-sim-annotated-diagnostic-test). The diagnostics provide information about available networks in the device to validate coverage, cell module information to check any specific cell module issues, and SIM information for proper configuration. You can also contact [support@hologram.io](/guides/get-started/contact-support) with your results.