We have a IX10 configured and run for few days at our shop, standard configuration. Shipped out to site and project is started up on Monday morning. By Monday afternoon the site has gone into com fail, and modem remains offline until Tuesday morning. I log into the modem and see that it has rebooted so I assume the Surelink got to that stage. By Tuesday afternoon it has once again gone into com fail and remains so. The SIM (Verizon) is offline.
One thing I did catch when logging into the modem yesterday was the signal strength was good:bars=5
dbm=-51
lte_rsrp=-59.0
lte_rsrq=-11.0
lte_rssi=-34.0
lte_snr=24.0
rsrp=-59.0
rsrq=-11.0
rssi=-34.0
snr=24.0
temp=21C
I am use to sites that have -105 to -110+ signal strength that go for weeks without failure. Is it possible the signal is too strong, and something configuration wise needs to be adjusted? I am at a loss for why this would be going into com fail with this signal.
Edit: Surelink is configured to ping 2 IPs, with requirement only 1 passes and this is set now for every 2 minutes. Update routing & Switch SIM disabled. Restart, Reset, and Reboot are enabled.
The reboots are assumed due to Surelink heatbeat running through its process. The issue at hand is more that we have a significantly high signal strength and yet are losing connectivity daily for hours.
Problem is this modem is in another state, I only have access when it is online. It comes online, as today, I can access is about 20 minutes after it has restarted. As a result, not much logging to gain.
What I would suggest is setting up an Automation in remote Manager to download the logs from the gateway. This way, when it comes online, it will download the files. You can then provide the Support logs to Digi Support. Note that the logs carrier more information than just the Surelink and may point to why the issue is occurring. It may also allow Support to make suggested configuration changes to keep the issue from occurring.
Why are the reboots assumed to be a result of your Surelink config? Have you seen output in the device’s logfile pointing to that, and if yes, did it also mention what Surelink test had been offended, which caused whatever action was being taken due to Surelink failure?
I think the default Surelink test is successful DNS resolution, which can sometimes be hit or miss when cellular is coming up. A better Surelink test might be the ping test, and I’d recommend checking out this video if you really want to learn about Surelink: Avoid Downtime with Digi SureLink | Digi International
As for the “Signal strength too strong” topic, I wouldn’t assume this as the reason you’re unable to connect via Cellular, as it may be a red herring. If you open a Tech Support case, be sure to provide a Support Report obtained from your device which should show the suspect behavior, as that would be very useful.
Here is a link with instructions on obtaining the Support Report from your device:"
I assumed it was Surelink as one of the options configured is for the device to reboot, and at times I have checked when the com fail clears I have seen the uptime of the modem to be around the same time as the clear.
These are on a private APN, the Surelink test is to pass 1 of 2 ping tests to routers at our data center. I am thinking now this may just be a bad modem. Just before the holiday I sent out our cellular test rig that contains 2x modems for each of our carriers. While this site’s panel went into com fail, the test rig’s using that same carrier did not (each modem is polled via SNMP every 2 minutes).