Device not Pinging

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  • Problem
  • Updated 2 years ago
891850156062500146929
Was working just fine on 4/27. Was shipped and installed at another location today. SMS says delivered, but device will not ping. Could you please help me troubleshoot this issue?
APN is set correctly
Server is active on our end
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shiloah warren

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Posted 3 years ago

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Stephen Blackburn, Official Rep

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Hello Shiloah,

Could you please confirm the ICCID number you provided as it isn't showing in our system. 

Thank you
Steve
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shiloah warren

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89185015062500146929
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shiloah warren

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Steve,
Could I please get an update on this? Our customer is a city EMS department , and time is really of the essence .
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shiloah warren

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Is there someone else hat may be able to help me with this issue?
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Norma Pavao, Official Rep

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Shiloah,

In checking the SIM our records do not show any cellular registration attempts since 5/18/2016.  Can you confirm the APN you have set on the device? 

Regards,
Norma
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shiloah warren

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Yes, it is neo.iot.net
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Norma Pavao, Official Rep

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Shiloah,

Thank you for confirming the APN, your device is not properly registered on the network therefore it is not able to initiate a data session.  I also see SMS has failed because it is not registered on the cellular network.  Have you reset or rebooted the device?

Regards,
Norma
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shiloah warren

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Yes, we tried several times. Even took the card out and put it back in. This was 2 weeks ago.
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Norma Pavao, Official Rep

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Shiloah,

Our logs show the device has now registered on the network, but the device is not initiating a data session.  I checked further into the market and found other devices are transmitting data.  Are you able to confirm the signal strength in the new location?  Is this device stationary or mobile?

Regards,
Norma
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shiloah warren

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Norma,
As I mentioned before, this unit is in an ambulance. I have no way of knowing if it is on or moving, as it is not responding to my server.
I have left a message with dispatch to let me know when the device is powered up, whether stationary or not. Coverage seems to be fine out there. We have 13 other units that are working just fine. Once I confirm an ignition on, what would you like me to do? I don't want them to just leave it running until I get a response here.
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Norma Pavao, Official Rep

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Shiloah,

Thank you for the clarification, based on your feedback the SIM is in a moving vehicle so it is a mobile device.  Just from observation it seems it is powered on although it is not attempting to transmit any data. Being that there are 13 other devices in the same location not having a problem the unit itself may be the problem.  I checked the SIM provisioning and do not see any discrepancies.  As I mentioned I see the device does register on the network but is not attempting to start transmitting data.  At this time I show the device last registered at 1:07 PM PDT and updated GPRS location since then there has been no communication.  If you are attempting to speak with the operator of the vehicle you may want to have them work with you to try and force communication.

Regards,
Norma
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shiloah warren

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Norma,
The device is working properly. The error code it is giving us is that of "not being able to find network". It was transmitting data just fine on 4/27, then just stopped. If I could SMS the unit, I could force it to do something. However, without this capability, I can not do anything with it. Are there any more troubleshooting steps we can take with your network? Please advise. And thank you for your quick responses. My customer was very upset. I appreciate it.
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Norma Pavao, Official Rep

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Shiloah,

Thank you for the update, I do believe the device is registering as observed by our logs.  But if an error is being observed indicating "not being able to find network" either the signal is being lost or the device itself is becoming unresponsive (due to hardware issue).  Based on your feedback the signal does not appear to be the issue as you said there are 13 other devices int he same area that are transmitting without problems. Have you considered swapping the device itself?

Regards,
Norma

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