I have two RUT950’s and both have same intermittent problems.
Each day, they disconnect the internet connection, even though there is an available 4G network. I have been experiencing this issue for a long time (2 years) and one modem was replaced under warranty. The replacement has now done the same and is out of warranty. I have attached screenshots. Rebooting the modem normally works, but I do not know why they disconnect in the first place? This happens about 1-2 times per day. I always update the FW in the hope the latest will resolve the problem, but it has not definitively solved the issue to date.
This problem is not happening with my RUT240, RUT241 and RUT360. It’s only the RUT950’s which have shown to be the weakest devices so far.
Do you notice any patterns as to when this occurs? Maybe it happens at specific times?
You mentioned that other devices are working fine. Are those devices in the same location, use the same SIM card, and have identical configurations?
Next time when this occurs, please, access the WebUI, navigate to System → Administration → Troubleshoot. There, press the button to ‘view’ system logs. Please, hide any sensitive information, like IP addresses, and paste the logs here.
Hi!
I have tested and can confirm two things so far: It is definitely not time related and I have bought a new sim card and placed it into the router. Same issue.
I have two other thoughts:
it could happen when the cell tower changes between 3G and 4G. This signal change causes the router to disconnect. Perhaps the “Low Signal Reconnect” page may offer something.
I have noticed that “sim failover” may cause the router to get confused. During several sim card changes, it also failed to connect, despite showing 4G signal. I then proceeded to disable sim 2, clicked on “sim 1 default” and switched OFF “sim failover”.
Let me see how this continues and I will let you know.
Andzej, regarding the logs: It is a bog log and I cannot find all mac addresses and IMEI and IP addresses. Is there a secure server or email where I can send them to?
Many thanks
Unfortunately, there is no way to share information privately. Without logs, it is hard to say what can be the exact issue here.
Are those functional RUT240 devices placed in the same area? Could you check what bands those use when they are connected?
Could you please share the firmware and internal modems FW? You can find those in System → Firmware.
Also, could you try configuring Servieces → Auto reboot → Ping reboot and set action to be ‘restart mobile connection’ or ‘modem reboot’? Does the connection restore itself this way after some time?
There are some limitations when it comes to file uploads. Would it be possible for you to paste just some of the logs that were generated around the time when the device disconnected?
Also, the internal modem’s firmware is quite old. One of the options would be to update the internal modem. Can you check if its available from System → Firmware? Select internal modem and update from server.
Also, let me know if the connection is automatically restored via auto reboot.
Whether it is worth it to update the modem depends on the situation. However, usually we recommend to update the modem when we know that the issue if related to the modem’s firmware, or as the last resort.
The fact that it takes some time to log in can be related to poor connectivity. However, could you please clarify if there are other connectivity issues on the device when it is connected via 4G? If so, I would like you to navigate to Network → Interfaces → edit mob1s1a1 → Advanced settings tab and try to set a custom MTU. Values to try are 1460, 1360, 1260.
Hi, I doubt it has anything to do with connectivity. I am sitting next to the modem and whether I connect via LAN cable or via wifi, it is slow to load the admin page after entering the login password. I am not trying to connect remotely via RMS.
I can confirm that there are no other connectivity issues when connected via 4G. The tower is on 4G about 99% of the time with the remaining 1% being on 3G. Apart from the daily disruptions which the tower gets (due to South Africa’s load shedding scheme) it is generally reliable.
I have disabled the ping-reboot option and the current setting for MTU is 1460. I will monitor this for a few days.
At this stage the two RUT950’s are working, so I do not want to risk one or both failing permanently in the internal modem firmware upgrade.
How do I post a response to this topic chain if it is about to end?
If all of your devices are configured in the same way, use the same SIM cards, and are in the same area, but the issue occurs only on RUT950, then I assume that the issue is not related to the configurations. Also, since this issue appears on multiple RUT950’s, it is unlikely that the issue is hardware related either. The main difference I see is in the firmware version of the internal modem.
However, as I mentioned before, it would be great to see system logs.
You can try swapping the PSU and antennas to ensure that those are not causing issues.
I would suggest experimenting a bit and if you decide that it is not acceptable, you can try updating the modem on one of the devices to see if it resolves the issue.
I keep a list going of every time the internet connection is disabled. Since we made changes on the ping-reboot and the MTU, the problem has not returned. Here are the network logs of the past several hours:
These logs do not provide much insight into the cause of the issue. Would it be possible for you to share some logs from System → Administration → Troubleshoot → ‘View’ system logs?
By the way, if you look at the time when ping reboot was executed, you can see that it took place after the ping_reboot configuration was changed. I assume that change was when you disabled the ping reboot? The list shows the newest events on top.
The disconnection at 21:02:55 is normal. It is the local telecoms 4G tower which goes off every few hours. 12-15 minutes later it comes back online. this happens 3 times per day. The problem of the RUT950 is that it used to disconnect itself with no correlation to the tower switching off.
