We have several laptops that have an issue where the cellular feature disappears and the modem is also no longer visible in device manager. The modems are the EM7511 Qualcomm Snapdragon X16. We’ve tried different drivers, firmware, windows updates as well as uninstalling and reinstalling the modem. This seems to point to a Windows update issue however a particular one has not been identified.
Hi @wmicke
With your provided information, it’s not enough to find the root cause. Could you provide some more information as below questions:
-
Have you ever seen the EM711 visible on your laptop yet? Or this issue (invisible issue) happens all the time, both after and before upgrading Window OS?
-
What is the laptop model are you using in this issue?
-
Can you have another laptop? if yes, can you please give a try for this EM7511 module to see whether it is visible?
-
Do you install sierra wireless EM7511 driver from source page of Sierra Wireless?
Thanks,
Hello,
Thank you for responding.
We have many of these laptops that have been working fine. The issue is random and the Windows 10 versions on the affected laptops are not always the same which makes it difficult to pinpoint a specific update. We have found other forums that mention having the same issue after a Windows update and it seems to be a known Microsoft problem without a solution.
The laptop model is a Getac k120.
We do have other laptops of the same model in which the cellular is working fine with the EM7511.
The drivers have been installed from the SW source page.
Thank you
Hi @wmicke
Thanks for your information.
From your information provided, I would like to summary
- The module worked fine on some laptops Getac k120 on Window OS 10.
- This issue also happened on some laptops, also be Getac k120 model.
- The laptops which the issue happened on have different Window OS 10 versions.
So, the root cause in this case is Window OS version on laptop as you said. You may try some below methods to see that whether we can over come this issue:
-
Open device manage > “View” tab > tick show hidden device. Then reset the module (shut down/power on laptop).
After that, checked the device are show in modem, Network Adapter on Device manager. -
You can install the Skylight tool. After installed Skylight, open it and checked this tool can detect the device or not.
Thanks,
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@jerdung Im currently working on a panasonic toughbook CF-33-2. The issue that im running into is once i install Sierra Wireless 7511 drivers the cellular option disappears. We’ve tried different drivers, firmware, windows update. Only time cellualr pops back up is fi i uninstall the em7511 driver. Any help would be helpful.
Hi @bheath,
Welcome you to our community!
Could you please share with me some information as below:
- What firmware version is your EM7511 running?
- Have you installed the latest driver on Sierra source page? If not, Please install the latest driver following the link below:
https://source.sierrawireless.com/resources/airprime/software/airprime-em_mc-series-windows-drivers-qmi-build-latest-release/#sthash.PqXu21VD.dpbs - What Windows operating system are you using? (Windows 10 or Windows 11)
Thanks,
We also have an abundant number of CF-33’s having the same issue with driver disappearing and dropping sporadically… tried all the 101 troubleshooting, reinstalls of driver, OS, images etc, even stripped it to KIOSK mode, same issues. Used correct drivers supplied by both Sierra and Panasonic with no end in sight to a resolution. - Will follow this thread and contribute should I find any pain meds to this issue.
I conducted your steps there and it resolved my issue. You have to remember to have a network connection to the internet active upon the PC when going through your steps. As when you use Skylight for the first time, what it does is download and install the firmware for the Sierra Cellular cards. If it fails, you have to uninstall the software, and start your steps all over again… with an active internet connection.
Hi @jerdung
We are currently having an issue where CF-33-2 loose their aircards prompting users to restart their devices. Panasonic has provided us with the most recent modem device drivers. Doesn’t seem to get the issue resolved. Based on your past experience, what can you point out as the issue with dropping LTE connection with the CF-33-2 models?
Hi @eseda,
Welcome to our community!
- Are you using any specific module? Are you referring to the EM7511?
If yes, please refer to and install the EM7511 driver at the following link: https://source.sierrawireless.com/resources/airprime/software/airprime-em_mc-series-windows-drivers-qmi-build-latest-release/#sthash.HvAifeM3.dpbs - After installation, do you see any ports appearing? Please share a screenshot of the Ports section in Device Manager with me.
- Which network provider’s SIM card are you using? Please provide me with the output of the following commands:
ATI9
AT!IMPREF?
AT!GSTATUS?
AT+CPIN?
AT!ENTERCND=<"key"> (default is AT!ENTERCND="A710")
AT!BAND?
AT+CGDCONT?
AT+CREG?
AT+COPS?
AT!USBCOMP?
Thanks,
has anyone found a fix for this?
Are you referring to EM511? Please describe in detail what issue you are currently encountering.
Thanks,
Yes i have Panasonic Toughbook G2s out in the field iwth EM7511 modems and at certain locations in the city the cellular connection disapears.
- What driver version are you using? Are you currently using a driver from Sierra Wireless source?
- After installing the driver, what does Device Manager show under the Ports and Network Adapter sections? Please share a screenshot with me.
- Is your laptop running Windows 10?
- Please share the output of the following commands:
ATI9
AT!IMPREF?
AT!GSTATUS?
AT!ENTERCND=<"key"> (default is AT!ENTERCND="A710")
AT!CUSTOM?
AT+CGDCONT?
AT+CREG?
AT+COPS?
AT!USBCOMP?
AT!USBSPEED?
AT!USBPID?
Thanks,
Here are the results
OK
ATI9
Manufacturer: Sierra Wireless, Incorporated
Model: EM7511
Revision: SWI9X50C_01.14.02.00 2e210b jenkins 2020/08/19 14:18:39
IMEI: 990008271613627
IMEI SV: 12
FSN: YT206643420410
+GCAP: +CGSM
OK
AT!IMPREF?
!IMPREF:
preferred fw version: 01.14.02.00
preferred carrier name: GENERIC
preferred config name: GENERIC_002.035_003
preferred subpri index: 000
current fw version: 01.14.02.00
current carrier name: GENERIC
current config name: GENERIC_002.035_003
current subpri index: 000
OK
AT!GSTATUS?
!GSTATUS:
Current Time: 249 Temperature: 37
Reset Counter: 7 Mode: ONLINE
System mode: LTE PS state: Attached
LTE band: B4 LTE bw: 15 MHz
LTE Rx chan: 2325 LTE Tx chan: 20325
LTE SCC1 state:NOT ASSIGNED
LTE SCC2 state:NOT ASSIGNED
LTE SCC3 state:NOT ASSIGNED
LTE SCC4 state:NOT ASSIGNED
EMM state: Registered Normal Service
RRC state: RRC Connected
IMS reg state: No Srv
PCC RxM RSSI: -71 PCC RxM RSRP: -115
PCC RxD RSSI: -68 PCC RxD RSRP: -109
Tx Power: 22 TAC: d6e1 (55009)
RSRQ (dB): -20.0 Cell ID: 0862ad02 (140684546)
SINR (dB): -3.6
OK
AT!ENTERCND=“A710”
OK
AT!CUSTOM?
!CUSTOM:
GPSENABLE 0x04
GPIOSARENABLE 0x01
GPSSEL 0x01
IPV6ENABLE 0x01
SIMHOTSWAPDIS 0x01
UIM2ENABLE 0x01
SIMLPM 0x01
USBSERIALENABLE 0x01
SINGLEAPNSWITCH 0x01
QXDMLOGENABLE 0x01
OK
AT+CGDCONT?
+CGDCONT: 1,“IPV4V6”,“”,“0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0”,0,0,0,0
OK
AT+COPS?
+COPS: 0,0,“Bell”,7
OK
BSPEED?
SUPPORTED:High-Speed
CURRENT :High-Speed
OK
AT!USBPID?
!USBPID:
APP : 90B1
BOOT: 90B0
OK
AT!GCDUMP
Src: Exception
Str: ExIPC: Exception recieved tid=7a inst=d038f78c
0000011C 00000000 00000000 00000000
Prc: MPSS
Task: 0000007A
Time: 00003F07
R0: 00000000 R1: 00000000 R2: 00000000 R3: 00000000 R4: 00000000
R5: 00000000 R6: 00000000 R7: 00000000 R8: 00000000 R9: 00000000
R10: 00000000 R11: 00000000 R12: 00000000 R13: 00000000 R14: 00000000
R15: 00000000 R16: 00000000 R17: 00000000 R18: 00000000 R19: 00000000
R20: 00000000 R21: 00000000 R22: 00000000 R23: 00000000 R24: 00000000
R25: 00000000 R26: 00000000 R27: 00000000 R28: 00000000 SP: C3628178
FP: 00000000 LR: 00000000
PC: D038F78C
CPSR: 00000003
Mod: Unknown
TOS
00000000 00000000 06890380 06890148 0000004F C3628210 7B000002
00000000 00000000 00000000 00000000 00000000 00000001 00000000
7B000003 00000000 00000000 00000000 00000000 00000000 00000000
B996668C 06A5B998 C45585E2 0000004F C3628276 C3628238 A9D8511C
00000000 0002BDC0 7B000200 00000000
BOS
App ver: SWI9X50C_01.14.02.00
OK