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    FAQ

    Have a question on Sierra Wireless Connectivity?
    Please check this page and contact us if you don’t find what you are looking for.


    How can I contact support?

    Our support is available to answer your questions and concerns.

    • You can contact support directly from your AirVantage account
    • Once logged in, expand the user menu and select the Need Help? link or alternatively use the Contact technical support link from the start page of your AirVantage account at https://eu.airvantage.net/accounts/ .
    • This will direct you to a list of resources that can help you including how to contact the support.


    Which browsers are supported by AirVantage?

    The compatible Web browsers are: Internet Explorer (9 and later), Mozilla Firefox, Google Chrome and Safari.

    It is highly recommended to choose Google Chrome. Safari and Firefox come second and then IE.


    Is it possible to suspend the subscription from AirVantage?

    Yes, you can suspend some of your SIMs you don’t use for a period of time to prevent them from generating traffic on the network.

    To Suspend a SIM:

    • From your AirVantage account, follow the Manage your Connectivity link
    • Select Monitor > Systems menu
    • Select the SIMs you want to suspend
    • Click the Suspend button

    How can I trigger the Test-Ready Mode?

    To benefit from the test ready mode, you simply need to activate the SIM on a Test Ready Mode compatible offer. For more details on Test Ready Mode, you can refer to the Life Cycle section of the Monitor Reference page.

    What is the difference between suspending and terminating a subscription?

    When a SIM card is suspended the traffic to and from the SIM card is blocked. The monthly subscription fee still applies. The SIM can easily be resumed. To terminate a SIM means that the SIM is decommissioned definitively from the network, there is no way to turn it back on. When a SIM is terminated, there is no more subscription cost associated with it.

    I cannot connect to the network with my SIM card

    There may be several reasons explaining why a system cannot connect to the network.

    First reason can be that the service is not yet activated for your SIM.

    To check whether a specific SIM is activated, you can go to the Manage my connectivity link and Monitor menu. You can then use the filtering capabilities to find your SIM given the Name you put on it, ICCID or other criteria. If the icon next to your SIM name is the one representing Inventory: it means that your system is not activated yet.

    You can check in the Operation menu if an activation operation has already been launched on this system. If so, you can click on the operation to get the operation details.

    Another reason if you are using a SmartSIM Advanced or Lite, can be that your module is not configured properly. We recomend to check the following pre-requisites:

    • The SIM Application Toolkit (STK) is active on the module
    • The module in configured to run automatic network selection
    • GPRS/Packet data auto attachment mode must be active on the module for the SmartSIM Advanced.

    Another reason can be that the APN is not correctly configured. The default APN is internet.swir.

    A badly configured APN or an APN not allocating the expected fixed IP address will result into the device not being able to communicate or receive data.

    If these are the symptoms that you keep experiencing, please contact our support team for further investigation.

    A complete list of module prerequisites are described in the Sierra Wireless Device requirements document.

    If you are not able to attach on specific LTE only networks, such as Verizon, Sprint in the US or KDDI in Japan, you may want to check the options that you have activated on your systems. If you have activated some circuit switched related options, those networks will not be available as we can only provide data services when roaming to those networks. On the contrary, if you activate only data services options, we optimize coverage by adding the capability to roam on those networks. For more information, please refer to How to Change Provisioning Options?


    I cannot activate my Verizon SIM card

    To activate a ClassicSIM Verizon, you must assign an IMEI to the system prior to activation. Otherwise, you will see the activation errors shown below.

    For details on entering the IMEI, see How to activate a ClassicSIM Verizon? .


    Usage is not reporting in the usage widgets

    Please note that usage data is only updated in the usage widgets of the user interface every hour. Usage history and timeline will display the start (resp. stop) of data session in near real time (usually in a matter of seconds) and voice usages (VOICE, SMS, USSD) will be fresh from the last 15 minutes.


    I have ordered SIM cards but I haven’t received them yet. What can I do?

    When you place a SIM order to us, a status of this order is accessible from your AirVantage account. As soon as the order state is changed to shipped, we are supposed to send you an email with the information to track the parcel delivery (DHL or NorPost).


    How often do I get an invoice?

    We send an invoice on a monthly basis.

    I have lost an invoice. What can I do?

    You can retrieve your past invoices from your AirVantage account in pdf format.


    How can I check AirVantage or Connectivity services health?

    We report all Sierra Wireless services’ live availability at http://status.sierrawireless.com. The status page can be easily accessed from the AirVantage login page—click the Server Status link.

    For each service, information can be found on:

    • Live operational state of the different components
    • Planned maintenance windows
    • Past incidents

    We also invite you to subscribe to receive notifications if one or more services are experiencing an outage and to be informed of any upcoming maintenance. To subscribe, click Subscribe to updates on the status page itself.

    For complete information, see our Customer Subscription Instructions (PDF).

    Among the wide list of products proposed within the status page, we suggest that you subscribe to the ones that make sense for your AirVantage offer:

    • SW Essentials1—pick the service components for your region that are included in your bundles
    • SW Essentials2—pick the service components that are included in your bundles
    • SW Essentials3—pick the service components for your region that are included in your bundles
    • SW Essentials4—pick the service components that are included in your bundles
    • Smart Connectivity—pick the service components for your region that are included in your bundles
    • Enhanced Carrier Connectivity / MSO + Geographical selection
    • AirVantage in any of the cases above. For AirVantage, select the components for your region: User interface, Web services API, Device Front End and eventually Data Push if you have subscribed to that option.

    Don’t forget to clear all services for which you don’t want to receive notifications not to be spammed by unrelated outages!


    Can I use an API to manage my SIM cards?

    Yes, AirVantage provides an API you can use to perform some automation or integrate with another tool you are using.

    Check out our Getting Started with AirVantage API document.


    AirLink Management Service can remotely monitor and configure AirLink ALEOS gateways and routers. The latter includes the GX, LS, ES, RV Series, LX Series, and MP Series. It does not include the Helix router.


    AirLink Management Service is a cloud-based remote device management application. This means Sierra Wireless operates it as a service. You access it using a web browser. There is no software to download/install and no ongoing maintenance required by the customer.


    Which mobile operators does the service work with?

    AirLink Management Service is operator independent. It will work with all mobile operators on which AirPrime and AirLink devices can be deployed.


    Yes. All new ALMS-compatible AirLink devices include 1 year of AirLink Complete, with includes access to ALMS for a year. Customers simply need to register their devices for AirLink Complete and they will have access to ALMS as part of AirLink Complete. You can register at https://www.sierrawireless.com/complete/register/ and more information on AirLink Complete is available on our website (https://www.sierrawireless.com/products-and-solutions/routers-gateways/airlink-complete/).

    For customers with older devices that would like to trial ALMS, please contact your Sierra Wireless Partner, and they can assist with a trial.


    You can purchase AirLink Management Service from the same authorized reseller that supplies your Sierra Wireless hardware. All resellers are trained and able to support your AirLink Management Service user experience.


    ACEmanager allows you to configure an AirLink ALEOS device using a web browser. ACEmanager resides on the device and allows you to configure only that device. AirLink Management Service provides a one-to-many solution for both monitoring the status of all your devices as well as configuring all of your devices.


    Does AirVantage require my devices to have public IP Addresses?

    No. Unlike most device management applications, AirLink Management Service has been designed to support a device-initiated communication model. This allows your devices to remain privately secured behind your firewall (or your network operator’s firewall) and still communicate with AirVantage.


    Can AirVantage work with operator private networks?

    Yes. It is simply a matter of configuring your network to allow management traffic to AirVantage. Remember, you need only allow outgoing traffic because of our device-initiated communication model. You can maintain all inbound firewall protection.


    Yes. AirVantage Management Service is the preferred way for customers to upgrade their firmware and embedded application over the air. The firmware is delivered automatically to customers via AirVantage, and can be applied to all devices or a selected group of devices easily.


    What are the supported web browsers?

    The compatible web browsers are: Internet Explorer (9 and later), Mozilla Firefox, Google Chrome and Safari.

    It is highly recommended to choose Google Chrome. Safari and Firefox come second and then IE.


    What are the Default Status Report Parameters?

    This status report is automatically created upon system first connection to the AirLink Management Services.

    The list of default parameters requested as part of a status report can be found in this dedicated section.


    What is the Default Data Consumption?

    The default data consumption for ALEOS devices for a heartbeat only or a heartbeat + status report can be found in this dedicated section. Consumption data is given for both HTTP and HTTPS configurations.


    How can I check AirVantage health?

    We report all Sierra Wireless services’ live availability at http://status.sierrawireless.com. The status page can be easily accessed from the AirVantage login page—click the Server Status link.

    For each service, information can be found on:

    • Live operational state of the different components
    • Planned maintenance windows
    • Past incidents

    We also invite you to subscribe to receive notifications if one or more services are experiencing an outage and to be informed of any upcoming maintenance. To subscribe, click Subscribe to updates on the status page itself.

    For complete information, see our Customer Subscription Instructions (PDF).

    Among the wide list of products proposed within the status page, we suggest that you subscribe to ALMS. Within the ALMS section, select the components:

    • User interface
    • Web services API
    • Device Front end
    • And eventually VPN Concentrators and Reporting (ARA) if you have subscribed to those options

    Don’t forget to clear all services for which you don’t want to receive notifications not to be spammed by unrelated outages!

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