FMB120 frequent intermittent disconnects and don't connect again

TELEMATICS
1

Over the past two years we have had a significantly severe issue. We have tried debugging this with our local SIMCARD providers, and have now switched most of our sims to Truphone; we have also followed all advise by Teltonika support - which most of the time has been to update to latest firmware, and perform the task “recieve internal logs” in FOTA, for each time the issue happens. However we remain with the same issue, and it seems to have become worse with the latest FW 3.29

All our FMB120 devices randomly stop sending data to our servers. Our servers detect a stale/inactive TCP connection, and trigger a reconnect. The teltonika devices however do not reconnect, and instead start collecting data into memory.

We have noted that sometimes, sending the SMS command getstatus, shows that the device says there is an active connection, however there is no connection on our servers.

The only way for us to get the device to function again is for us to manually send an SMS command cpureset. Only then do the devices start working again.

We need a solution, and fast. Our clients are very frustrated, and we can only detect that a device is not sending data when clients complain.

2

Hello @chrisbartolo

Good day, if you are using FMB120 kindly check the network availability of 2G from your region.
To investigate the issue please use the firmware 03.29.00.rev.14 collect logs from the device using this link: How to capture direct log from FM device? - Wiki Knowledge Base | Teltonika GPS

Use the filter:
03.28/29 base → log2sdfilterset 0;3;11;12;13;19;18;1

Recently there are some issues regarding Truphone connectivity: Major incident: Data - Connectivity issues | 1GLOBAL Status
But this issues is already resolved.

Kindly provide the following to your local teltonika support.

  1. device logs and dump files with filter applied to the device.
  2. device IMEI.
  3. Configuration file.
  4. Number of affected devices

Please contact your sales manager or the Teltonika support via HD.

Best Regards
Maynard C

4

I have retrieved internal logs multiple times as requested, however never received support after that.

Unfortunately, it’s not as straight forward as that too. As these happen randomly with no pattern, across 100s of devices, we are only informed when a device is “frozen”. How do you suggest we collect the information? I sent SMS command this morning for log collection, then triggered in FOTA to collect logs. FOTA then gave an error instead, saying task failed.

I have been reporting this and sending logs, etc. to Teltonika through our sales manager for a long time, with logs, devices imeis, etc

5

Hello,

there is an issue with the firmware 03.29.00.rev.18 regarding log collection kindly use firmware version 03.29.00.rev.14 and apply the filter and send the logs and dumps to teltonika support.

After the firmware update to 03.29.00.rev.14 please send the following commands

  1. sdformware
  2. log2sdfilterset 0;3;11;12;13;19;18;1
  3. cpureset

Make sure that the device replied to your SMS command.

wait for at least 4 hours and create task in FOTAWEB for the log collection and submit to Teltonika regional support.

Best Regards
Maynard C

6

that is unfortunate… it will take me sometime to set it up; I’ll revert here once I do, and manage to catch these freezing issues via log.

In the meantime, the FW 3.29 REV18, mentions fixes for some possibly related issues:

  • Improved reconnection to new operator time if GPRS was unavailable with initial operator
  • Fixed pro-longed reconnection to new operator due to record tasks interrupting operator search
  • Fixed network session closing when current operator is added to blacklist
  • Time synchronization improvements

are there any other known issues that may be causing these for us?

7

Hi @chrisbartolo

If you want to collect logs using 03.29.00.rev.18 kindly contact the teltonika regional support they will help you how to apply the filters using specific commands.

Best Regards
Maynard C

8

downgraded to FW 03.29.00.Rev.14 as you recommended.
Upon a connection issue, I followed the instructions to retrieve instructions through FOTA. After a few minutes of “executing…”, it “failed”. Exactly same as REV.18

9

I found an older community post, seems it’s been a long running issue with the FMB120s?

I also have a number of older models and don’t have these issues with those devices. I have the same issue with FMB003 however, just not as aggressive.

10

We applied the config changes as requested through the support, and there is another issue now which we are not recieving a response on.

We need support and fast, to resolve this freezing/blocking issues

11

Hi @chrisbartolo

Good day, kindly contact the Local teltonika Support to investigate the issue,

Kindly provide the following to your local teltonika support.

  1. device logs and dump files with filter applied to the device.
  2. device IMEI.
  3. Configuration file.
  4. Number of affected devices

Best Regards
Maynard C