All devices became unregistered today? Why?

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  • Updated 4 years ago
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My devices have reporting data, everything has been working well. Today, all of a sudden" they all became unregistered. Why??
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Madv

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Posted 4 years ago

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Bob Heckmann, Official Rep

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Hi Madv,

Thanks for the question. Network deregistration is typically initiated by an M2M device, not the network. Usually this happens when a device is powered down, manually or due to a bad connection or loss of source power. Have you checked all connections and ensured your application, if you have one controlling your devices, didn't initiate the deregistration?

Regards,
Bob
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Madv

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We didn't do anything on our side. But I'll do some digging. What exactly is deregistration?
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Bob Heckmann, Official Rep

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Madv,

When you said your devices "unregistered" I assumed you were referring to deregistration. When a device that is registered on a network powers down gracefully it sends notification to the network that it's leaving, or deregistering. When that happens to a device connected to the Neo service you'll see a deregistration event in the transaction history for the device (on the Devices tab in AerPort, the Neo device management portal).

Regards,
Bob
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Madv

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Bob,

we have three different devices that all went became derigistered at the same time. The units are all powered on. We still don't understand why this happened. Everything on our side checks out. Could it be something on your side?? All units are in a strong coverage area.

Also, what is the lowest unit you charge on - is by byte or kbyte? And, what is your timeout time of a unit is arbitrarily disconnected while in session?
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Bob Heckmann, Official Rep

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Madv,

We haven't had any network or device issues and no customers have reported connectivity problems in your coverage area.

Please refer to the pricing page for billing details.

Regarding your question about timeout, please clarify what you're asking.

Regards,
Bob
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Madv

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Bob,
Thanks. The pricing link was helpful. Regarding time out - more specifically, if a device looses connection (doesn't close session properly) how long will Aeris keep the connection open before it closes it?

Also, two of our devices are reporting data, but the event log doesn't seem to be reflecting activity and they are not registered. Also, one device is showing a time in the future according to your log. I assume all events are time-stamped at device-local time?
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Bob Heckmann, Official Rep

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Madv,

Packet data sessions are automatically shutdown after 24 hours. If a device is simply registered on the network and powers down ungracefully our network doesn't receive a deregistration record from the serving switch and therefore has nothing to display in AerPort about that power down.

All timestamps in AerPort are in UTC/GMT.

It would be helpful if you can provide more information about the device traffic you're not seeing in AerPort (i.e. times, packet sizes, etc.).

Regards,
Bob