First off, make sure that you've collected the basic data you need to do the troubleshooting of your flashing red LED problem.
Let's start to interpret the information!
System Information Page
Most of the relevant information for the cellular connection on this page is located within the "Cellular" box.
- If the "Status" says "Modem not present" that means that the software thinks there is no cellular radio. This can be caused by a number of factors:
- Did you purchase a system without a cellular radio?
- There is a major failure with the cellular radio itself. Systems running software version 1.7.8 and greater will sometimes be able to recover from this issue. If you are running older code, please contact Intwine for an RMA. If you are running 1.7.8 or newer, allow the system to stay powered on for approximately 15 minutes. If the problem has not resolved then reboot and wait for another 15 minutes. If the LEDs enter the "thinking" pattern (left and right-most LEDs blink green), then the system is trying to resolve the modem problem. If the issue persists, please contact Intwine for an RMA
- How's the cellular signal strength? If the RSRP is mid-cell or cell-edge (< -91 dBm) then you may experience problems maintaining a cellular connection. If the SINR or RSRQ is mid-cell or cell-edge then you may experience low data rates or intermittent loss of connectivity. There are a few things you can try:
- Inspect the paddle antennas on the rear of the system looking for signs of damage to the antenna element inside the plastic.
- Move the Intwine Connected Gateway closer to a window or to different locations. Wait for about 1 minute then look at the signal strength numbers again.
- Install an outdoor antenna or window-mounted antenna.
- Conduct a site survey to determine if there is a coverage problem at the location. An easy way to do this is with downloaded apps on your cell phone.
- Ensure that there is a number next to the "SIM ID". If there is no number shown, then the SIM card might be having a problem. Contact Intwine support to dig into this a bit further.
- Verify that your system has the correct APN. APN is the name of the cellular network that the modem is attempting to register to. Trying to connect to the wrong APN will result in no cellular service. Some common APNs are listed below, if you believe that yours is incorrect you can change the value by going to Network Configuration > Cellular.
|mw01.VZWSTATIC||This APN is for public static IPs on the Verizon network|
|VZWINTERNET||This APN is for public dynamic IPs on the Verizon network.|
|* attz||APNs ending in attz are for Machine-to-Machine connections to AT&Ts network|
Network Configuration Logs
Understanding these log files is not always easy, however there are a couple things that you can look for:
- When the system detects that the cellular network is working correctly you will see lines saying that quanta or gemalto is "Established"
- Connectivity can fail in many ways. If the Network Monitor detects the loss of connectivity then you will see lines saying that the connection test failed, followed by the system attempting to reset the cellular connection.
- Messages about "DPDNACT failure" indicate that the cellular radio has failed to authenticate to the cellular network. This can be due to signal strength problems, APN problems, service being suspended/deactivated, or issues in the cellular network. But it does indicate that the modem is working correctly.
Other tips and tricks
You can use the Administration > Diagnostics page in the local webapp to run some tests to try to isolate the problem.
- Try to ping 18.104.22.168. If you get a response saying that the message timed out then the system can not reach the internet.
- If you are able to ping 22.214.171.124, try to ping google.com to see if the problem is related to DNS.
As always, please reach out to Intwine support with any issue. We are here to help!