Troubleshooting
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      1. Welcome to Conekt Knowledge Base
      2. Troubleshooting

      Troubleshooting eSIM connectivity issues

      This process outlines the steps for troubleshooting eSIM connectivity or profile issues.

       

      1. Self-Service Troubleshooting

      Action: Customer/Tester

      The customer or tester should first attempt to resolve the issue themselves. This step encourages users to explore basic troubleshooting before contacting support. This could include steps like:

          • Checking device settings
          • Checking activation status
          • Restarting the device
          • Reattempting the profile update
          • Verifying network coverage
          • Consulting online FAQs or knowledge bases

      2. Information Gathering

      Action: Customer/Tester

      If self-service doesn't resolve the issue, the customer/tester must gather the following information:

          • Device type
          • EID
          • IMEI
          • ICCID
          • IMSI
          • MNO (Mobile Network Operator)
          • MSISDN
          • Rate Plan
          • Location

      More details on these acronyms can be found in our Glossary of Terms.

      3. Issue Reporting

      Action: Customer/Tester

      The customer/tester should email the gathered information to:

          • Assigned Sales/CS employee
          • Any other project contacts within Conekt

      4. Issue Resolution 

      Action: Conekt

          1. Conekt Customer Support will attempt to resolve the issue.
          2. If unable to resolve, Conekt Customer Support will escalate to Technical Support to resolve the issue.
          3. If unable to resolve, Conekt Technical Support will open a Jira ticket to correct issues within the platform.
          4. Once resolved, Customer Support rep will communicate the resolution to the customer/tester via email.
          5. If necessary, Conekt support will contact the customer/tester directly for further troubleshooting and resolution.

      5. Issue Escalation 

      Action: Conekt

          • For issues related to Endeavour, Conekt will contact:
          • For issues related to setup or account, CS Rep will attempt to resolve.
          • For issues related to functionality of platform or information, MNO Info, or Device Configuration, Technical Support will attempt to resolve.
          • For issues related to API, Jira Dev will address the ticket opened by Technical Support.
          • For issue related to API connection or functionality to MNO, Jira Dev will address with carrier.

      6. Resolution Communication


      The customer/tester will be informed in writing about the issue description and resolution.