We are having an issue with a eWON location and think it is the internet connection or the network connection. It comes and goes constantly and we tried 2 different new modems. Results are the same, seethe attached logs from the latest new modem. It serial number is 1713-0044-22. Can you take a look at it.
Can you attach a backup of your device (including support files) so I can take a look at all the logs?
Here is the original modem log file
2017-09-18T21:49:53 GMT INFO: USR89180:DEV461513:eWON[04280] added to pool[Device pool] by Laptop Jake
2017-09-18T21:49:53 GMT INFO: DEV461513:Registration for eWON : 04280
2017-09-18T21:49:53 GMT INFO: DEV461513:Lan IP of eWON[04280] is updated during the connection.
2017-09-18T21:49:53 GMT INFO: DEV461513:Lan Mask of eWON[04280] is updated during the connection.
2017-09-18T21:49:58 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2017-09-18T21:49:59 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2017-09-18T21:52:39 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2017-10-25T16:17:54 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2017-10-25T16:17:54 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2017-10-25T16:21:04 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2017-10-25T16:44:58 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2017-10-25T16:44:58 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2017-10-25T18:22:48 GMT INFO: USR1958:DEV461513:User [Steve] connected to eWON [04280]
2017-10-25T18:23:32 GMT INFO: USR1958:DEV461513:User [Steve] disconnected from eWON [04280]
2017-10-25T18:24:30 GMT INFO: USR1958:DEV461513:User [Steve] connected to eWON [04280]
2017-10-25T18:35:46 GMT INFO: USR1958:DEV461513:User [Steve] disconnected from eWON [04280]
2017-10-25T18:36:39 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-08T19:57:15 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-08T19:57:16 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-08T19:57:45 GMT INFO: USR23596:DEV461513:User [Jake] connected to eWON [04280]
2018-01-08T21:57:19 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-08T21:57:19 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-09T11:37:05 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-09T11:37:05 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-09T11:37:14 GMT INFO: USR23596:DEV461513:User [Jake] connected to eWON [04280]
2018-01-09T14:33:18 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-09T14:33:44 GMT INFO: USR23596:DEV461513:User [Jake] connected to eWON [04280]
2018-01-09T15:00:04 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-09T15:00:04 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-09T15:00:36 GMT INFO: USR23596:DEV461513:User [Jake] connected to eWON [04280]
2018-01-09T17:48:16 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-09T17:48:16 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-09T18:32:25 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-09T18:32:25 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-09T18:32:33 GMT INFO: USR23596:DEV461513:User [Jake] connected to eWON [04280]
2018-01-09T18:51:39 GMT INFO: USR23596:DEV461513:User [Jake] disconnected from eWON [04280]
2018-01-10T01:44:09 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-10T13:28:31 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-10T13:28:31 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-10T22:36:41 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-11T11:11:22 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-11T11:11:22 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-11T11:17:36 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-12T11:14:20 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-12T11:14:20 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-12T11:24:33 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-15T11:53:45 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-15T11:53:45 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-15T12:00:52 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-15T19:01:57 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-15T19:01:57 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-15T19:53:06 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-16T13:39:41 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-16T13:39:41 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-16T17:37:05 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-17T14:53:29 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-17T14:53:29 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-17T19:44:01 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-18T14:03:35 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-18T14:03:36 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-18T20:37:02 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-19T14:41:44 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-19T14:41:44 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-19T15:37:12 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-22T12:14:55 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-22T12:14:55 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-22T15:01:24 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-23T12:04:32 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-23T12:04:32 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-23T12:39:27 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-24T12:05:36 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-24T12:05:37 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-24T21:22:48 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-25T12:12:30 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-25T12:12:30 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-25T20:33:47 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-26T12:00:02 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-26T12:00:02 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-26T19:18:46 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-29T15:47:37 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-29T15:47:37 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-29T17:15:56 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-29T17:15:59 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-29T17:15:59 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-29T18:52:57 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-29T18:53:03 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-29T18:53:03 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-29T21:23:41 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T12:05:07 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T12:05:07 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T18:40:39 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T19:48:07 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T19:48:07 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T20:05:59 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T20:11:14 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T20:11:14 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T20:12:06 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T20:12:57 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T20:12:58 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T20:14:52 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T20:15:44 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T20:15:44 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T20:18:22 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-01-30T20:20:07 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-01-30T20:20:07 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-01-30T20:29:11 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T12:11:14 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T12:11:14 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T12:37:23 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T12:38:01 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T12:38:01 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T13:15:42 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T13:17:47 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T13:17:47 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T13:28:11 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T13:30:14 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T13:30:14 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T13:34:40 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T13:36:46 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T13:36:46 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T14:14:35 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T14:20:13 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T14:20:13 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T14:22:43 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T14:22:43 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T14:22:53 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T14:52:39 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T14:52:39 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T14:54:16 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T14:54:16 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T14:54:22 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T15:19:29 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T15:20:20 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T16:59:33 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T18:00:41 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-01T18:02:25 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-01T18:02:25 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-01T19:16:17 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T21:06:42 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T21:07:27 GMT INFO: USR1959:DEV461513:User [Roque] connected to eWON [04280]
2018-02-01T22:08:22 GMT INFO: USR1959:DEV461513:User [Roque] disconnected from eWON [04280]
2018-02-01T23:04:50 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-02T11:23:27 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-02T11:23:27 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-02T12:24:47 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-05T11:16:09 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-05T11:16:10 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-06T00:11:19 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-06T11:14:47 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-06T11:14:47 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-06T12:25:24 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-14T14:52:08 GMT INFO: DEV461513:Registration for eWON : 04280
2018-02-14T14:52:12 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-14T14:52:12 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-14T14:54:41 GMT INFO: USR1957:DEV461513:User [Les] connected to eWON [04280]
2018-02-14T14:57:05 GMT INFO: USR1957:DEV461513:User [Les] disconnected from eWON [04280]
2018-02-14T15:54:56 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-14T20:18:19 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-14T20:18:19 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-14T20:32:13 GMT INFO: USR89180:DEV461513:User [Laptop Jake] connected to eWON [04280]
2018-02-14T20:36:25 GMT INFO: USR89180:DEV461513:User [Laptop Jake] disconnected from eWON [04280]
2018-02-14T20:36:25 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-14T21:52:27 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-14T21:52:27 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-14T22:06:04 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-14T22:16:14 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-14T22:16:14 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-14T22:16:43 GMT INFO: USR89180:DEV461513:User [Laptop Jake] connected to eWON [04280]
2018-02-14T22:25:31 GMT INFO: USR89180:DEV461513:User [Laptop Jake] disconnected from eWON [04280]
2018-02-14T22:35:30 GMT INFO: USR89180:DEV461513:User [Laptop Jake] connected to eWON [04280]
2018-02-14T22:37:58 GMT INFO: USR89180:DEV461513:User [Laptop Jake] disconnected from eWON [04280]
2018-02-14T22:37:58 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-15T20:49:22 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-15T20:49:23 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-15T20:54:46 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-15T22:45:24 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-15T22:45:24 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-15T22:46:03 GMT INFO: USR89180:DEV461513:User [Laptop Jake] connected to eWON [04280]
2018-02-15T22:50:39 GMT INFO: USR89180:DEV461513:User [Laptop Jake] disconnected from eWON [04280]
2018-02-15T22:55:17 GMT INFO: USR89180:DEV461513:User [Laptop Jake] connected to eWON [04280]
2018-02-15T22:58:41 GMT INFO: USR89180:DEV461513:User [Laptop Jake] disconnected from eWON [04280]
2018-02-15T23:04:04 GMT INFO: DEV461513:[vpn8] eWON Status OFFLINE
2018-02-28T11:07:37 GMT INFO: DEV461513:[vpn8] eWON Status ESTABLISHING
2018-02-28T11:07:37 GMT INFO: DEV461513:[vpn8] eWON Status ONLINE
2018-02-28T11:53:30 GMT INFO: DEV461513:[vpn8] eWON St
I am not on site, here are some text files from the logs
the latest modem
2018-02-28T19:51:17 GMT INFO: USR89180:DEV552550:eWON[04280-1] added to pool[Device pool] by Laptop Jake
2018-02-28T19:51:17 GMT INFO: DEV552550:Registration for eWON : 04280-1
2018-02-28T19:51:17 GMT INFO: DEV552550:Lan IP of eWON[04280-1] is updated during the connection.
2018-02-28T19:51:17 GMT INFO: DEV552550:Lan Mask of eWON[04280-1] is updated during the connection.
2018-02-28T19:51:22 GMT INFO: DEV552550:[vpn8] eWON Status ESTABLISHING
2018-02-28T19:51:22 GMT INFO: DEV552550:[vpn8] eWON Status ONLINE
2018-02-28T20:00:32 GMT INFO: DEV552550:[vpn8] eWON Status OFFLINE
2018-03-01T18:49:52 GMT INFO: DEV552550:[vpn8] eWON Status ESTABLISHING
2018-03-01T18:49:52 GMT INFO: DEV552550:[vpn8] eWON Status ONLINE
2018-03-01T18:53:10 GMT INFO: USR89180:DEV552550:User [Laptop Jake] connected to eWON [04280-1]
2018-03-01T19:32:22 GMT INFO: USR89180:DEV552550:User [Laptop Jake] disconnected from eWON [04280-1]
2018-03-01T19:32:22 GMT INFO: DEV552550:[vpn8] eWON Status OFFLINE
2018-03-01T20:01:22 GMT INFO: DEV552550:[vpn8] eWON Status ESTABLISHING
2018-03-01T20:01:23 GMT INFO: DEV552550:[vpn8] eWON Status ONLINE
2018-03-01T20:05:27 GMT INFO: DEV552550:[vpn8] eWON Status OFFLINE
Those eCatcher log files show that the device is definitely dropping offline consistently.
I’ll need a backup of the device (including support files) so that I can see the device logs.
You can take the backup through ebuddy locally or remotely.
I have never gotten them remotely do you have instructions?
The instructions are actually identical except you must connect via eCatcher before taking the backup.
Thanks for providing a backup.
Unfortunately, this backup does not include support files, would you be able to take a backup with support files so I can see the logs?