Cellular Modems continuously disconnecting


#1

Hello all,
I have been experiencing cellular disconnects for the past couple of weeks.

Additionally, the temperature constantly shows 500C/932F, but the unit is barely warm…

Event log follows;

Nov 09 10:49:56 WAN: Wi-Fi WAN connected to Blah (192.168.1.196)
Nov 09 10:49:56 WAN: Cellular 4 disconnected in SIM slot A
Nov 09 10:49:56 WAN: Cellular 3 disconnected in SIM slot A
Nov 09 10:49:56 WAN: Cellular 2 disconnected in SIM slot A
Nov 09 10:49:41 WAN: Cellular 2 connected to T-Mobile (26.123.108.39) in SIM slot A
Nov 09 10:49:39 WAN: Cellular 3 connected to AT&T (10.173.148.17) in SIM slot A
Nov 09 10:47:43 WAN: Wi-Fi WAN standby (192.168.1.196)
Nov 09 10:47:43 WAN: Cellular 4 connected to VzW (100.88.67.240) in SIM slot A
Nov 09 10:47:39 WAN: Wi-Fi WAN connected to Blah (192.168.1.196)
Nov 09 10:47:39 WAN: Cellular 4 disconnected in SIM slot A
Nov 09 10:47:36 WAN: Wi-Fi WAN standby (192.168.1.196)
Nov 09 10:47:36 WAN: Cellular 4 connected to VzW (100.88.67.240) in SIM slot A
Nov 09 10:46:45 WAN: Wi-Fi WAN connected to Blah (192.168.1.196)
Nov 09 10:46:45 WAN: Cellular 4 disconnected in SIM slot A
Nov 09 10:46:36 WAN: Wi-Fi WAN standby (192.168.1.196)
Nov 09 10:46:36 WAN: Cellular 4 connected to VzW (100.87.206.58) in SIM slot A
Nov 09 10:46:32 WAN: Wi-Fi WAN connected to Blah (192.168.1.196)
Nov 09 10:46:32 WAN: Cellular 4 disconnected in SIM slot A
Nov 09 10:46:29 WAN: Wi-Fi WAN standby (192.168.1.196)
Nov 09 10:46:29 WAN: Cellular 4 connected to VzW (100.87.206.58) in SIM slot A

Thank you so much for any assistance or ideas!


#2

@trevorwilliams

There are two problem mentioned for you:

  1. Cellular WAN randomly disconnected
  2. Device showing high temperature

May i know how the device being power up ? You are saying the temperature constantly shows high. Do you reboot before the device ? After reboot will it clear the state ?


#3

Rebooting cleared the high temp state. But the cellular still is disconnecting.

Trevor


#4

@trevorwilliams

May i know how the device being power up ? Using default shipped power adapter ? We need to isolate whether this cause by power issue.

If you check the logs given above:

Nov 09 10:49:56 WAN: Wi-Fi WAN connected to Blah (192.168.1.196)
Nov 09 10:49:56 WAN: Cellular 4 disconnected in SIM slot A
Nov 09 10:49:56 WAN: Cellular 3 disconnected in SIM slot A
Nov 09 10:49:56 WAN: Cellular 2 disconnected in SIM slot A

The disconnection seem abnormal


#5

Device is powered by 12VDC on terminal block.

Trevor


#6

What is the ampere (A) for the DC power input (terminal block) ?


#7

2.4A @ 12VDC.

Trevor


#8

@trevorwilliams

Look like you have insufficient power for the HD4 device.

Please check the power consumption requirements for HD4 using the following URL:

image

You need 4A for the current in-order to give the sufficient power for the HD4 device.


#9

The current consumption was 2.4A, there is a 5A fuse installed with 14AWG wire on the terminal power supply.


#10

@trevorwilliams

Do you mean you have DC power input 12V, 5A for the HD4 device ? Base on the power measurement tools that you have, HD4 is currently drawing 2.4A from the power source ?

If the above is correct, please open a support team for support team to check.


#11

I have similar issues but disconnecting every hour or so. Could this also be a power issue?


#12

@getaylor

If you check back @trevorwilliams device logs:
|Nov 09 10:49:56|WAN: Cellular 4 disconnected in SIM slot A|
|Nov 09 10:49:56|WAN: Cellular 3 disconnected in SIM slot A|
|Nov 09 10:49:56|WAN: Cellular 2 disconnected in SIM slot A|

All the cellular WAN disconnected at the same time, in normal conditions, this should not be happen. We have case whereby customer giving insufficient power to the device and cause the cellular WAN randomly disconnected at the same time.

This is weird. Do you using latest firmware for your device and upgraded the cellular module using latest firmware to isolate the issue ?


#13

Yes the firmware is up to date and uses the provided ac power supply


#14

@getaylor

Would you please open a support ticket for support team to check ?

https://contact.peplink.com/secure/create-support-ticket.html