Connecting to Mobile Data

Our rental devices use multi-carrier SIM cards (sometimes called Smart SIMs) to connect to mobile data networks. These are designed to automatically connect to the best available network at your event without you needing to choose a carrier in advance.

How Multi-Carrier SIMs Work

• Devices will always try T-Mobile first, then switch to AT&T, and finally Verizon if needed.
• They don't always connect to the strongest available network — they only switch carriers if the current signal becomes too weak.
• This helps prevent dropped connections while still giving you the best available coverage.

Common Connection Situations

• Weak connection: The device is online but slow because coverage in the area is poor. The SIM may switch to a better carrier, but if all carriers are weak, performance may be limited.
  • If WiFi is available, consider turning off Mobile Data and only using WiFi. This will allow the device to focus on one connection.
  • If WiFi is available (and the device has been logged on to your WiFi) but weak, turning off WiFi may allow the device to focus on only Mobile Data, resulting in a more consistent connection.
• No connection: If the device shows no service at all, use the troubleshooting steps below.

Quick Troubleshooting Steps

If a device won’t connect right away:

1. Wait a few minutes – Often, after powering on, the SIM just needs a little time to finish connecting.
2. Toggle Airplane Mode – Turn it on for 10 seconds, then off. This forces the device to make a fresh connection.
3. Reboot the device – Power it off, remove the battery, reinstall the battery, then power back on.
4. Reseat the SIM card – If comfortable, remove and reinsert the SIM to reset its connection.

After trying each step, give the device about 5 minutes to reconnect before moving on.

Device Settings to Check

Most of the time, our devices are pre-configured and ready to go. If you need to double-check:

On Android (Chainway/Zebra):

1. Exit Kiosk Mode by closing any open apps, then tapping 10 times on the blue Saffire homescreen. Enter the password T1xxxxxxxxxx (that's 10 x's)
2. Go to Settings → Network and confirm these are on:
   1. Use SIM
   2. Mobile data
   3. Roaming
   4. IMS Roaming (where visible)
   5. Automatic network selection
3. Once data is working, re-enter Kiosk Mode
   1. Swipe up from the bottom of the screen and select the Hexnode app. Select Activate.

Note: You may need to open Advanced Settings to see all of these options on some devices

On iPhone:

1. Go to Settings → Cellular
2. Make sure Cellular Data is turned on
3. If needed, you can manually choose a carrier under Network Selection

SIM Card Replacement Guide

If you have been sent new SIM cards by a Saffire employee, please follow these guides for instructions on replacing the SIM card.

Chainway Scanner

Open the device back and remove the battery. Slide out the silver tray near the top of the battery compartment and replace the SIM card in the slot, metal side up.

Zebra Scanner

Remove the battery pack and locate the SIM compartment at the bottom left. Press down on the cover and slide it to the left, then lift up the right side. Replace the SIM then place the cover back down and slide it right to lock into place.

IPhone Scanner

Using a SIM removal pin, open the sim slot on the right side of the device. Replace the SIM, metal side down, and reinsert tray.

When to Contact Us

If your device still won’t connect after these steps, please reach out to our Support Team using the orange help button below. Provide the device ID and a description of what you see on the screen, and we’ll get you back online as quickly as possible.