Pepwave MAX Transit Router Health Check failure when using Microsoft Teams

I’ve had the Pepwave MAX Transit Router with the CAT 18 Modem for a couple months now with only a Verizon Wireless SIM. The router has been very good/stable, except when a computer connected to it is doing video conference calls over Microsoft Teams. When using Microsoft Teams with video, within 5-10 minutes I’ll receive a Health Check failure and the connection from the router to Verizon will drop, at which point I have to reboot the router to get it to reconnect to Verizon.

Currently I am using the SmartCheck setting for health checks and using Google’s DNS server IPs for the ping hosts. I have tried using different health check methods but the result always comes back to a health check failure. After a reboot the router has no problem reconnecting back to Verizon. This is also a bit odd since I believe the health check stops working at this point. I’ve let it sit as long as 10 minutes and it never reestablishes a connection back to Verizon, but it will reconnect if rebooted.

I use the router for multiple purposes(work, streaming video(Netflix, etc.), gaming, video conferencing(Zoom and Teams)) and I consistently get health check failures while doing video conferencing over Teams. As I’m required to use Teams for work this is a problem. I typically end up having to switch over to Teams on my IPhone over LTE, which works but means I can’t share my screen.

Any thoughts or suggestions would be appreciated.

This can happen (the health check failing) when the WAN connection gets saturated. You can increase the health check interval and the failure count as a workaround. The only reconnecting on reboot seems like a bug, I’d collect a diag report when it’s in that state and submit a ticket to Peplink.

We’ve seen this happen – occasionally – under similar circumstances. What happens when you set the method to “ping” to known-good, low latency hosts?

In a multiple-WAN situation health checks are really important. However, if you are in a single-WAN situation health checks don’t have a ton of value – either the WAN “works” or it does not. So, my second suggestion would be to disable it. (I think @JasonHilton’s observation may well reflect what’s happening here.)

What happens then when you try these two suggestions?

Thank you for your suggestions.

I had a conference call on MS Teams this morning. I had switched the Health Check to DNS with 8.8.8.8 and 8.8.4.4 as the hosts. HC failed within 5 minutes and I had to reboot the router for it to reconnect to Verizon. After reboot I disabled the health check and made it through the remaining 20 minutes of the call, which is the best I’ve seen since I purchased the Max Transit. My previous router was the Max BR-1 running on the same Verizon plan I never had issues with it on Teams. I’ll reply to this thread after having more time to run with the HC disabled.

I have had the same problem with Zoom and Ring Central meetings. I am on my third Max Transit Cat 18 ( second one was non-functional and sent back on RMA). Both functional ones would work great on everything except these video conferences. Connected to Verizon without issues. Never disconnected while surfing or streaming.

When video conferencing, after about 10 minutes the meeting would freeze and would get a heathcheck WAN failure. Even though the dashboard then would say connected, I could not surf or connect to the internet. The device would then try to reconnect but would just spin saying finding IP address. The device would not be able to reconnect unless it reset itself or was rebooted. Once reset or rebooted, it connected fine and I was able to log back into the video conference. Then would happen again a few minutes later. Really a pain as this takes time. Have had several tickets with Peplink trying multiple things with the same result. Really frustrating that the replacement unit is doing the same thing. This occurred in multiple locations including big cities with super connection speeds so I know that was not the problem. I don’t know if it is a Verizon thing in that I only have a Verizon Sim. I know I am not being throttled in that I have a grandfathered unlimited plan without throttling.

Since this is my second unit doing the same thing and have read other reports by others (now including this thread of similar issues), my suspicions are that there is a bug in the CAT 18 firmware.

I have tried setting the Healthcheck to DNS Look-up and PING with no improvement and the same issue happening. Last night I turned the healthcheck off and I was able to complete my video conference. I will be have another conference tomorrow and this weekend and I will let you know what happens with the healthcheck turned off.

@farmdoc55

Similar situation here, Max Transit with a single Verizon plan. I used the same plan on a BR-1 and had no issues with video conferencing. Aside from video conferencing the router has performed very well. I live in a rural area about 2 miles from the closest tower. I typically have good signal at my home and will hit 40-70mbps on speedtest.net depending on the time of day. I received a nice bump in speed going to the Max Transit which is why I picked it up.

I do suspect this is a problem with the router. The fact that reboot is required to get it to reconnect points to a bug with the router. Using the same VZ plan, I can tether my IPhone to my laptop and use Teams without issues, so I don’t think the circumstances point to this being a VZ problem. However it is hard to go back my BR-1 since it is an older model without the LTE-A modem and usually tops out with dl speeds in the 20mbps.

I will turn HC back on and grab an diagnostic report and submit a ticket to Peplink, and then continue to run with HC off.

I also live in a rural area. I also get a good signal and run 35-70 on speed test. However, the same thing happened to me when I was in Houston getting over 90mbps on speedtest. I too don’t want to go back to what I was using before since this is working so well on everything else.

I’ll let you know what happens with the HC off. Maybe if enough complain Peplink will figure out a solution. :grinning:

I am having the same issue, and ONLY with Teams.

Since my last post I have had this occur Zoom, Teams, and Google Hangouts video.

I’ve tried some different things with Teams and have had the best result if I turn off incoming video. I can leave my camera on so people can see me but I can’t see anybody/audio only. Not ideal but it has been usable that way.

I continue to have the same problems with the CAT 18 MAX Transit. I have tried multiple solutions … AT&T sim card, turning off HealthCheck, different antennas, multiple settings, etc. Sometimes its works great with video conference calls and sometimes not. Very frustrating. Peplink is working for a solution per my ticket with them. Have not seen any issues like this with the CAT 12 modems.