Hi,
We have four AirLink RV50 devices installed at four different sites. Three of them are functioning without any issues. However, at one site, we are experiencing repeated connection losses.
We attempted to ping the device remotely, but received no response. Upon visiting the site, we noticed that the activity light was not blinking. We tried resetting the device, but it didn’t resolve the issue. We then replaced it with a new RV50, and it started working normally.
However, when we sent the non-working RV50 to Sierra Wireless for repair, they reported no issues with the device.
Unfortunately, the same problem occurred again—we lost the connection to the new RV50 at the same site.
We’re trying to understand what could be causing this recurring issue. Has anyone else experienced something similar, or does anyone have insight into what might be happening?
@arbindra.timilsina
What LEDs did you have on the device? How are you detecting not being able to access the device? Are you trying to reach the device’s ALEOS interface or some device behind the modem?
Do you have ALMS or do you use the https://<ip>:9443/ interface of Aleos? I don’t know how to use the former. With the later, you might want to go to the Admin -> Log -> Configure Logging and set Cellular to Display in Log -> Yes and all the others to no. Apply the changes (no need to reboot). Then go to Admin -> Log -> View Log. Look through the log for something that happened about the time where you lost connection.
For our modems, we have a couple other things set. WAN/Cellular -> Cellular -> General -> Cellular Watchdog -> Cellular Network Watchdog = enable. According to the ALEOS manual and what we have seen in practice, it reliably reboots the entire modem when the cellular connection is bad. This is the primary way that our modems typically recover from a failure.
We also have the WAN/Cellular -> Cellular -> Monitor settings as follows: Monitor Type = Ping Test , Ping Test IP Address = <reliable IP address or use 8.8.8.8>, and Link Recovery Method=Low Power Mode. This recovery mechanism seldom gets a disconnect modem back, but sometimes does.
Hi @arbindra.timilsina,
To troubleshoot this issue, please get the log and template log by the instructions and send me:
1.The configuration template file is in ACEmanager → Template, provide any name you desire for the Template Name, and then press Download to retrieve the template file.
2.Collect logs procedure:
a. Go AceManager > Admin > Configure Logging
Set all log levels to DEFAULT (NOTICE)
Set Linux Syslog to DISPLAY
b. Reboot the gateway.
c. Perform your test again.
d. Go Admin → View log → Download Logs.
Thanks,
One other thing you should probably learn about is templates. They are fairly simple .xml files. They are dependent upon the version of Aleos installed, but are generally backwards compatible. What I typically do is, with the modem on my workbench and disconnected from the power, press and hold the reset button, then apply power. The power LED will start solid red, then start flashing green, then start flashing red. Once it is flashing red, release the reset button and it will be back to factory defaults.
I typically then update to the latest Aleos for the model as found on the download page and/or the ALMS service (airvantage.net IIRC) and do the reset again.
If I already have a template saved for the version (model doesn’t matter for this backup), I will upload the template unmodified. It is a Text file in .xml format, so I check it into my git repository of templates as the version reference.
I then configure the device as I expect it to operate. Once I have that version, I can upload it again, this time giving it a name with a date/time stamp and a version. In our case, we have four different configurations for two different binary device configurations. One difference is our attached device’s model has different baud rates. The other is we switch between upstream servers which where serial data is communicated.
Here is a strong security recommendation. Our primary reason for configuration changes is for IP changes in our monitoring services. We fairly frequently change IP addresses for the locations to monitor and change the end-point device configuration (the device behind the Sierra modem’s serial port) and that is configured by three employees working from either our office or home and the home IP addresses change fairly frequently. We typically need to adjust the settings under Security -> Trusted IPs - Inbound (Friends) we add or adjust entries. Regretfully, there is no location to use either dynamic DNS or leave a comment about which IP is for each employee’s home IP, so we need to maintain that information elsewhere.
When a new version of Aleos is released, I can very quickly compare the old template reference to the current template and identify what changes were made. To make this easier, I do keep a separate note of the buttons which needed to be clicked to get to the configuration panel for each setting, but I always verify the differences using a text file difference tool on the final uploaded configuration file.
The Activity LED was not on. Actually, that RV50 is not nearby. I tried logging in through ACEmanager and also attempted to ping the modem, but I wasn’t able to connect or get a response. The last time I checked, the Cellular Network Watchdog was enabled. For now, until I reach the site, I won’t be able to connect. I’m wondering why I keep facing this issue at that particular site and not at others. Could it be due to poor signal? I usually notice there’s no network on my phone in that area. Thanks.