RV50x Bricking SIM and modem

AirLink Routers AirLink routers
1

We are currently having issues where after replacing old US Cellular SIM cards with new T-Mobile SIMs, we are loosing connections to our RV50 and RV50x modems. The communication loss happens somewhere between 2 hours and up to a month later. Before loosing communication, the RV50x works without any issues. Once it fails, the Signal and Network blink red on the modem. Also, the SIM becomes un-useable and the modem has to be factory reset. We have taken the issue to T-Mobile but they seem to be at a loss. Any ideas?

2

I think I can help. We use RV50s. Do you have an RV50 in this state? so that we can capture some information from the RV50. Capture things like current settings and a log of the wireless communications.

3

We had very little luck in accessing ALEOS once the modems were bricked. Our configuration disables ALMS and the USB port for security reasons. Plugging-in a new functional SIM does not revive the modem. So far, we had to complete a factory reset to get the modem running again. After the factory reset, we had no luck in recovering logs.

4

I see. I understand. suggestion - I think you need advanced help from Sierra Wireless now Semtech. Me, I would contact the distributor from whom I I bought the AirLinks. Disti can get advanced help.

5

I am thinking again. I have some new questions that I am sure Sierra Wireless support is going to ask.

How many have you converted to T-MO? and does this problem occur on all of the ones converted?

What is the ALEOS software version installed? what is the 4G LTE module software version installed?

Support is going to ask for an AceManager template, suggest have one ready.

6

Hi @taro.chalupa,

Welcome to our community!

To narrow down the issue, could you please answer the questions below:

  1. Please try inserting another working SIM (not T-mobile) into your RV50X and check if the issue occurs.
  2. Please try inserting the same T-mobile SIM into another device and check if the issue occurs.
  3. To investigate this issue, please get the log and template log by the instructions and send me:
  • 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.
  • 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,