A customer is stating they they keep getting disconnected from their cellular 131 even though they signal shows 4 bars on the status screen. I asked them to run some ping tests locally and over the cellular connection and everything looks good.
Is there some log files that can be pulled to show cellular dropouts and possible causes?
Hello,
Can you have them go onto eBuddy, right click on the device and go to the “Backup/Restore” section. Then make sure that the backup button is selected and hit the include support files button. After this, you’ll just need to follow the prompts and download the .tar file. Can you send us that file so that we can take a closer look?
Thanks,
Tim
Tim
Attached is the file requested.
Regards,
**MIKE MAHANA | **INS
Application Engineering
800.889.1461 x129 | www.industrialnetworking.com
MOVED TO STAFF NOTE (331 KB)
Hi Mike,
I took a look at the logs and it looks like it’s an issue with your cell service having a maximum connection time. It looks like once every hour (3600 seconds) the connection times out.
You can fix this by changing the maximum outgoing call duration to 0 minutes
Thanks,
Tim
Hey Mike,
Just wanted to see if this issue was resolved before I close this ticket.
Thanks,
-Tim
Yes. I believe it has been resolved. Thanks for your help.
Regards,
**MIKE MAHANA | **INS
Application Engineering
800.889.1461 x129 | www.industrialnetworking.com
