Question

Good morning,

 We are using the RTU240 to connect our solution to Bell Canada service provider, we have been experiencing critical issues lately

 where the modem stops communicating with Bell and can't recover from it.

 We have proven that the SIM card is functional by inserting it in another RUT240 modem, where after boot up, the connection is establish (4G) without problems.

 We have experience the same problem at different site, we made a FW upgrade, now running 1.14.1, was 1.12.3 without any success.

 We logged in through ssh trying to get additional information on the different services, trying to restart these, but 'systemctl'

 don't seem to be accessible.

 How can I find the status of the mobile connection service processes and status, the logs seem to be shy of such information.

 Regards,

 Jacques Cardinal

Comments

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Answer 1

Hello, Jacques,

Thank you for contacting us.
I would like to ask, could recreate same issue, generate a troubleshoot file and provide it to us.
Detailed instruction how to generate this file in this link.
Logs in this file will show more information what cause the issue.
Thank you in advance.

Best regards,

Sigitas

Comments

Good morning Sagitas

The file have been sent to you yesterday, over the night I totaly lost access to the modem, the only way to bring it back to life was to do a hard reset here are the logs :
https://community.teltonika-networks.com/?qa=blob&qa_blobid=3130199405673536078,

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Hello,

Thank you for a troubleshoot file.
I checked given APN file and would like to inform, that this issue is caused of incorrect APN.
At the moment device works, using auto APN and are not able to receive correct internet settings.
Please use default Bell Canada APN pda.bell.ca and check if it help to solve the issue.

Best regards,

Sigitas

---

Hello,

I am new on this device, where can I modify the APN and which troubleshooting file will give me which APN it is trying to connect to.

Thanks

Jacques

---

Hello,

Thank you for a reply.
APN settings could be changed in a Network - Mobile - Mobile configuration.
There you must uncheck box "Auto APN" and will need to add custom one.
More information in a link bellow:
https://wiki.teltonika-networks.com/view/RUT240_Mobile_(legacy_WebUI)#Mobile_Configuration
Hope it helps.

Best regards,

Sigitas K.