4G connection problem

Ewon Support Ewon Flexy
,
#1

Hi,

I just switched one of our ewon flexy to Telus (canada). Before it was on Rogers.

We use Telus APN : isp.telus.com

Every time we reach the max connection time or the 4G connection dropped, the modem is resetting and the following errors/warnings occurs :

1603429062;“23/10/2020 04:57:42”;“pattern of 2 events muted 19 times”;“openvpn”;79331;-20205
1603429062;“23/10/2020 04:57:42”;“ovpn-Processus d’OpenVPN terminé”;“openvpn”;79331;1073771437
1603429063;“23/10/2020 04:57:43”;“ovpn-Processus d’OpenVPN démarré”;“wanmgt”;79336;1073771442
1603429079;“23/10/2020 04:57:59”;“dns-Impossible de résoudre le nom de domaine (efive.v3r.net)”;“openvpn”;79331;24916
1603429095;“23/10/2020 04:58:15”;“dns-Impossible de résoudre le nom de domaine (efive.v3r.net)”;“openvpn”;79331;24916
1603429095;“23/10/2020 04:58:15”;“muting (pattern of 1 event)”;“openvpn”;79331;-20205
1603429123;“23/10/2020 04:58:43”;“pattern of 1 event muted 1 time”;“df1srv”;79323;-20205
1603429123;“23/10/2020 04:58:43”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603429123;“23/10/2020 04:58:43”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603429123;“23/10/2020 04:58:43”;“muting (pattern of 1 event)”;“df1srv”;79323;-20205
1603429127;“23/10/2020 04:58:47”;“pattern of 1 event muted 4 times”;“pppl”;79329;-20205
1603429127;“23/10/2020 04:58:47”;“eppp-Fermeture de la connexion client (Cnxtime: 247167 s [2])”;“pppl”;79329;1073763884
1603429127;“23/10/2020 04:58:47”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603429127;“23/10/2020 04:58:47”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603429127;“23/10/2020 04:58:47”;“muting (pattern of 1 event)”;“df1srv”;79323;-20205
1603429132;“23/10/2020 04:58:52”;“pattern of 1 event muted 1 time”;“openvpn”;79331;-20205
1603429132;“23/10/2020 04:58:52”;“ovpn-Processus d’OpenVPN terminé”;“openvpn”;79331;1073771437
1603429132;“23/10/2020 04:58:52”;“wanmgt-Redémarrage de la connexion permanente WAN”;“wanmgt”;79336;1073772933
1603429137;“23/10/2020 04:58:57”;“emodem-L’INIT string du Modem GSM a échouée (Mauvais APN,?)”;“ppp”;79311;-27254
1603429199;“23/10/2020 04:59:59”;“emodem-L’INIT string du Modem GSM a échouée (Mauvais APN,?)”;“ppp”;79311;-27254
1603429199;“23/10/2020 04:59:59”;“muting (pattern of 1 event)”;“ppp”;79311;-20205
1603429322;“23/10/2020 05:02:02”;“pattern of 1 event muted 2 times”;“ppp”;79311;-20205
1603429322;“23/10/2020 05:02:02”;“emodem-Le nombre maximum d’erreur de numérotation a été atteint et le modem sera réinitialisé”;“ppp”;79311;-27225
1603429324;“23/10/2020 05:02:04”;“emodem-Modem RESET (6)”;“ppp”;79311;-27252
1603429492;“23/10/2020 05:04:52”;“wanmgt-Redémarrage de la connexion permanente WAN”;“wanmgt”;79336;1073772933
1603429500;“23/10/2020 05:05:00”;“eppp-Ouverture de la connexion client”;“pppl”;79329;1073763885
1603429501;“23/10/2020 05:05:01”;“ovpn-Processus d’OpenVPN démarré”;“wanmgt”;79336;1073771442
1603429508;“23/10/2020 05:05:08”;“main-Horloge temps réel (GMT/UTC) mise à jour (from: 2020-10-23T08:53:04-04:00 to: 2020-10-23T05:05:08-04:00)”;“unact”;79301;1073762139
1603430905;“23/10/2020 05:28:25”;“eftp-Ouvrir session FTP (Utilisateur : Adm)”;“ftps”;79310;1073763129
1603430907;“23/10/2020 05:28:27”;“eftp-Fermer session FTP (Utilisateur : adm)”;“ftps”;79310;1073763130
1603431102;“23/10/2020 05:31:42”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603431102;“23/10/2020 05:31:42”;“esock-Echec lecture de la passerelle par défaut”;“df1srv”;79323;22713
1603431102;“23/10/2020 05:31:42”;“muting (pattern of 1 event)”;“df1srv”;79323;-20205
1603431106;“23/10/2020 05:31:46”;“pattern of 1 event muted 7 times”;“pppl”;79329;-20205
1603431106;“23/10/2020 05:31:46”;“eppp-Fermeture de la connexion client (Cnxtime: 1612 s [2])”;“pppl”;79329;1073763884
1603431107;“23/10/2020 05:31:47”;“ovpn-Processus d’OpenVPN terminé”;“openvpn”;79331;1073771437
1603431107;“23/10/2020 05:31:47”;“wanmgt-Redémarrage de la connexion permanente WAN”;“wanmgt”;79336;1073772933
1603431110;“23/10/2020 05:31:50”;“eserial-Échec écriture (Input/output error)”;“ppp”;79311;22201
1603431119;“23/10/2020 05:31:59”;“eppp-Ouverture de la connexion client”;“pppl”;79329;1073763885
1603431119;“23/10/2020 05:31:59”;“ovpn-Processus d’OpenVPN démarré”;“wanmgt”;79336;1073771442
1603431133;“23/10/2020 05:32:13”;“main-Horloge temps réel (GMT/UTC) mise à jour (from: 2020-10-23T09:20:59-04:00 to: 2020-10-23T05:32:13-04:00)”;“unact”;79301;1073762139

Do you have any idea why this is happening ? Could it be related to the sim card configuration ?

It seems to help when we setup the modem on 3G MAX instead of automatic

Thank for your help !

#2

Can you create a backup with eBuddy and check “Include Support Files” so that I can see the full logs?

Thank you,

Kyle

#4

Kyle,

Here are the 2 latest backup including support files.

We did some testing since octobre 13 …

MOVED TO STAFF NOTE (198 KB)

MOVED TO STAFF NOTE (190 KB)

#6

Thank you @VinceT,

Your modem requires a firmware update. Please download the SiB Fix Tool below to update. If the tool reports that you don’t need an update, you may need to do it manually (via FTP). Follow the instructions in section 4.3 of the PDF file.