We have been seeing this phenomenon for four weeks. Unfortunately with some regularity. Up to now, we have not been able to find out what this could be. If we look in the log files, the connection to Airvantage has failed. When this connection fails, there is no internet available for the connected devices. After a reboot of the modem, it is usually possible to establish a connection with Airvantage. This concerns RV55 and GX450 modems in our case. If I knew what the cause was, I would share it, but at the moment we have not been offered a solution yet. Who knows what this could be?
Thanks for your answer. Bad internet reception is not an issue here. Our country (NL) has a well-developed 4G network. The signal is also not disturbed by external sources. The right antenna is also used. We have tested several types of antenna with the same result every time. Looking in the log file, we see that the connection made with lw.na.airvantage.net:5686 fails. And when this connection is not established, the problem occurs. I can send you the log file if you wish.
Unfortunately, I cannot add the logs to this forum. You will find a download link at the bottom of this message. This text will be blurred. From the RV55 modem I get today. As soon as I have them, I will add them to the case. For your information, we have 4000 Sierra modems running in the field, every day we get about 60 customers on the phone with this problem. Thank you for your cooperation, it is greatly appreciated.
Could you confirm that your sim still has the remaining mobile data? If ok, go to the next step.
On ACEmanager, navigate to LAN → Global DNS, set “DNS Override” to “Disable” and reboot in order to make the gateway use DNS directly from the network operator.
Try the test again.
In case your issue still happens, please reset device to factory default and try again.
We disabled DNS override for about 30 customers, but unfortunately this was not the solution. Do you have any other ideas and/or suggestions for solving the problem?
To get a grip on the situation, I have also set the DNS Local Cache to disable. This is to try it out. As attachment a picture of my own device with the settings for Global DNS. My knowledge does not extend that far, but are the Primary DNS and Secondary settings correct?
