Modem has IP address and receives SMS from Aeris Dashboard but does not respond to pings through Aeris

  • 1
  • Problem
  • Updated 2 years ago
I am using a Sierra Wirless GX450. I have an industrial SIM (LTE) installed and when I power the device on the device is able to get an IP address and reports back that the network is connected (to AT&T). 

I can see on the device web portal and also the Aeris dashboard that the device is ok (though the diagnostics page: provisioned and in data session). from the modem I can send a ping command. The only IP address I can ping is the address. So, data is partially working. 

Through Aeris dashboard I can see that the device usage is roughly 125kb when I first turned the device on on 4/24. After that it has used nothing. Nothing has changed in the installation that would be of any significance. The modem is located in a good coverage area according to the coverage map.

Any recommendations or help is appreciated.

Device Profile ID: AER0000008914327


Photo of Rockwell Automation

Rockwell Automation

  • 1 Post
  • 0 Reply Likes

Posted 2 years ago

  • 1
Photo of Abraham Fuentes

Abraham Fuentes, Official Rep

  • 92 Posts
  • 0 Reply Likes
Hello Zack,

We are considering this issue as resolved based on the following information which was provided to you on April 25, 2018. 

Neo dashboard logs show device is currently in a data session which began on April 24, 2018 at 19:59:23 GMT.
Can you possibly confirm for us if you are currently having problems with the device?
If so please power cycle/reset the unit and provide is with the time stamp of reset along with the resulting activity if any.

Abraham Fuentes
Neo Support
<< ZD#57868 >>
Photo of Alex


  • 1 Post
  • 0 Reply Likes
Zack, did you ever get this resolved?  I am using a Sierra Wireless HL7748 cellular chip (which is LTE CAT M1).  I got a NEO LTE sim card and am able to register to the ATT network, connect it to the APN that neo provided, and I can see the IP address.  I cannot ping it though and I am not seeing any SMS messages go through.  Most likely an issue on my end, but I was just curious if you resolved your issue.