Troubleshooting: Local SIM cards

Follow the steps when:

  • Unable to get a cell signal or test data transfer of the Guardian device from the Companion app
  • Can connect to the Guardian device from the Companion
  • Ensure that the local SIM cards are activated and unlocked
  • Checked that the local SIM cards work in android phones (can send/receive WhatsApp messages)

Step 1. Restart the device

Switch the device OFF. Make sure the SIM card is inserted fully into the board at the back of the lid of the device Box. Switch the device ON.
Wait 3 minutes for the device to start.

Step 2. Connect to the device from the Companion app

Open Companion app and connect to the Guardian (by pressing on the + button, choosing "Guardian", and selecting the device to connect to). After connecting successfully, you should see the Checklist screen. (If not, please refer to Troubleshooting: Companion unable to connect)

Step 3. Diagnose problem

Select "Network Signal Test" from the Checklist screen.

If you don't see "SIM card detected" then:
  • Take the SIM card out and try it in a regular phone to check that it is working (if it is a new card then you might need to follow the providers instructions to register it for use)
  • Try reinserting the SIM card and wait 3 minutes to see if it is detected

If you the "Cell signal strength" is poor then:

  • Make sure the cell antenna is connected to the correct port on the outside of the device Box
  • Ensure you are in an area with sufficient cell/gsm service

Next, take a look at the "Cell data transfer" section.

If you the SIM card is detected and you have at least 2 bars of signal strength but you see "No internet connection" then there is a problem with the data connection of the SIM card (or provider). Continue to Step 4 to configure the APN settings.

Otherwise press on the "Retest" button under Cell data transfer to check the speed of the network in Kbps. The Guardian device requires an upload data transfer speed of at least 50 Kbps. If your device is able to perform the data transfer test then it is working normally. 

Step 4. Connect to the device from PC/Mac (via Vysor)

Note: the remaining diagnostic steps might be required if instructed by the RFCx team. You will need to disconnect the power from the device, remove the main board and connect to it using Micro USB to you PC.
Open Vysor on the PC, you should see "3G IOT" listed and connect to it by pressing the play button. After a few seconds, you will see the Android home screen.

Alternatively, you can wirelessly connect to the Guardian using this script. For this you will need to make the sure the Guardian is charged and turned on.

Connect to the Guardian Wi-Fi Hotspot

Run connect-guardian.bat script

Open Vysor / go to Vysor


Step 5. Check internet connection

From the Android Home Screen in Vysor, find and open "Browser".

[Placeholder: screenshot of browser icon]

Type a web address (e.g. and press "Go".

[Placeholder: screenshot of failed web request to]
If there is no internet connection then you will see the message above. Continue to Step 6 to manually configure your SIM card's APN.

Step 6. Manually configure APN

From the Android home screen in Vysor, find and open "Settings".

Select "More..."

Select "Mobile Networks".

Select "Access Point Names".

On the APNs screen, select "New APN" from the 3 dot menu in the top right corner.

Fill in each field by pressing on each row one by one. For any fields that you don't have the information from your APN provider, leave them as "Not set".

After filling in all the known fields, press "Save" (inside 3 dot menu top right).

After 1 minute, open the web browser again and test the internet connection. If it connects then the issue is resolved and you can disconnect the Micro USB, restart the device and connect via the Companion app to perform the Network Signal Test.

Step 7. Unable to resolve issue

If the issue is not resolved then please contact support.