Store Sign in Sign up Connect with Us Let's Connect
On-Demand Support Features

Diagnose, troubleshoot, and support devices remotely without field visits

Give your support and operations teams instant visibility and remote access so issues can be resolved quickly without sending technicians on-site.

Talk to an expert

Support in-field devices without sending people into the field

As fleets grow, in-field troubleshooting becomes costly, slow, and difficult to scale. On-Demand Support Features give teams controlled ways to observe device behavior, analyze network traffic, gather system details, and remotely access devices—without needing public IPs, agents, or special networking hardware.

These capabilities help teams diagnose issues faster, reduce truck rolls, and extend the lifetime of deployed devices.

Support and diagnose devices without physical access

Investigate device behavior remotely
Capture traffic, check connectivity, or review logs without accessing the device physically.

Access devices securely on demand
Open one-time, time-bound access sessions that work behind NAT, private gateways, or firewalls.

Resolve issues quickly and reduce truck rolls
Give support teams the information and tools they need to fix problems remotely.

Tools designed to help support teams move faster

Simplify in-field troubleshooting with safe, controlled access and detailed diagnostics

Remote access without public IPs or inbound ports

Access devices instantly using time-bound, on-demand sessions—even when they sit behind NAT, private APNs, private gateways, or firewalled environments. Sessions require no agents, no static IPs, and no persistent exposure.

Example:

A technician can SSH into a field device for five minutes to pull logs and validate behavior, then the session closes automatically.

  • Time-bound session access
  • Works with SSH, RDP, VNC, HTTPS
  • No firewall changes required

    • Inspect or mirror traffic directly from the platform

    Capture or mirror network packets for any SIM or group of SIMs without installing tools or connecting hardware in the field. Useful for diagnosing unexplained data usage, protocol issues, or unexpected device behavior. (Soracom Peek, Soracom Junction)

    Example:

    Support teams can open a 5-minute packet capture to analyze malformed payloads or verify communication patterns.

  • On-demand packet capture
  • Mirror traffic to analytics tools
  • Zero impact on device firmware
    • Remote Package Capture Mirror Packets and Traffic

    What support teams normally struggle with

    No way to reach devices on closed networks
    Firewalls, NAT, and private APNs prevent traditional remote access methods.

    Limited visibility into what devices are actually doing
    Many teams lack insight into traffic, payloads, or network behavior.

    Debugging requires on-site visits
    Without remote tools, collecting logs or testing behavior requires physical effort.

    Slow resolution times drain support capacity
    Minor issues take hours or days to resolve when the device is remote.

    Diagnose networks and devices with precision

    Packet capture for precise debugging

    Capture all IP traffic from selected devices without touching firmware
     

    • Analyze payload format
    • Identify unexpected traffic
    • Validate routing behavior

     
     


    Packet Capture

    Traffic mirroring and analysis

    Mirror packets to external tools or SIEM systems for deeper investigation.
     

    • Deep packet inspection
    • Compliance validation
    • Forensics and anomaly detection

     
     

    Packet Mirroring & Redirection

    Resolve issues immediately with safe, temporary access

    Time-bound access sessions for secure remote troubleshooting

    Open a temporary portal to access a device as if it were local—ideal for checking logs, restarting services, or validating behavior.

  • Works behind firewalls
  • No permanent exposure
  • No VPN or agent
    • Remote Access Sessions

    Additional tools support teams rely on

    A single endpoint to simplify troubleshooting

    Giving your devices a single, stable endpoint while letting you change downstream processing in the Soracom platform greatly simplifies mixed-device deployments. This reduces configuration complexity and makes it easier to test or roll out new services over time.

      Unified Endpoint feature highlights:

    • One endpoint to manage
    • Reduce misconfigurations
    • Simplifies test workflows
    Single Ingress Point for Data Routing
    Need a secure path to your cloud tools?

    Most troubleshooting involves verifying what data reaches your cloud. Explore how to control data flow into AWS, Azure, and Google Cloud platforms.

    Explore Cloud Integrations & Data Pipelines
    #

    Talk to a support engineer about your remote troubleshooting needs

    Get help designing remote support workflows, reducing truck rolls, or setting up packet visibility for your fleet.

    Talk to an expert

    Frequently Asked Questions

    How can I access devices that don’t have public IPs?
    You can create a temporary, time-bound access session that works through NAT, firewalls, or private gateways without changing device networking (Soracom Napter).
    Can I capture device traffic without installing tools on the device?
    Yes. Packet capture happens at the network layer, meaning devices do not need agents or special software (Soracom Peek).
    How long do packet capture sessions last?
    You can capture traffic for up to 24 hours, and download the resulting PCAP file for offline analysis (Soracom Peek).
    Can I mirror device traffic to my own monitoring or SIEM tools?
    Yes. You can mirror or redirect packets to analytics platforms, intrusion detection tools, or custom systems (Soracom Junction).
    Is remote access persistent using Soracom Napter?
    No. Remote access is always temporary and expires automatically, reducing exposure and eliminating the need for static IPs or firewall exceptions (Soracom Napter).
    What protocols can I use during remote access?
    SSH, RDP, VNC, HTTP/HTTPS, or any protocol supported by the device.
    Can support teams troubleshoot devices on private APNs or isolated networks?
    Yes. Remote access sessions work even when devices are behind private gateways or have no internet access (Soracom Napter + VPG).
    How does traffic inspection help reduce truck rolls?
    Teams can identify routing issues, malformed payloads, and connectivity problems remotely before deciding whether on-site intervention is necessary.
    Can these support features be used during development and production?
    Absolutely. They are designed to help during development, staging, and full-scale deployment to ensure consistent diagnostics and fast support response.