Has anyone had issues with RUT955 sim slots failing?
Have a lot of deployed equipment with various fw versions and the sim cards randomly go to ‘no sim inserted’, no changes or intervention, just working, then suddenly not. All at least 18 months old, some 24 months.
Swop the sim to the second slot, sometimes works again for a few weeks. Change the sim into a RUT956 and works reliably again.
have done the usual - Power cycled, remove and reinsert the sim card, update to the latest firmware, doesn’t seem to make a difference. Occasionally will work again after all of the above but is not reliable. may work for an hour, maybe a week, but is not reliable. All other device functions remain normal.
No obvious sim damage or corrosion, no moisture/obvious corrosion/magic smoke smells from the modem. devices operating in all different locations, so different humidity, temps etc. Devices all on UPS backed 24v DC supply that’s reasonably clean and stable, (have checked with scope)
Have already started replacing all 955 with the later 956, but i don’t want to overlook something and have the same failure rate in a few months. Have had a very good run with the RUT range, and 2 years out of a modem that is fairly cheap is something i can live with, but i would hope i can get some more life out of them yet.
Thank you for reaching out to us and for providing a detailed description of the issue and the troubleshooting steps you have already performed.
To better understand the situation, could you please clarify how many devices have experienced this issue so far? Are all affected devices RUT955 units, or have you observed similar behavior with any other models? Are the affected units using the same type of SIM card and mobile operator? Additionally, were the affected RUT955 units manufactured in the same batch?
Could you also provide some information about the use case and installation environment of these devices? In particular, are the devices installed in a location where they are exposed to vibrations or other mechanical movement during operation?
As a further troubleshooting step, could you please test one of the affected RUT955 devices with a different SIM card and monitor whether the issue occurs again?
Thank you in advance. We look forward to your response.
I think we have seen this with the 956 as well. It is very random and not trackable. In our environment it triggers a SIM switch which temporarily solves the issue. The SIM usually works again after a reboot or after the SIM switches back. I estimate we see this on ~5% of the devices. We run primarily 7.21.3 firmware and usually upgrade to 7.24 if we see the issue. I don’t know if it has happened in the newer firmware.
We recommend upgrading to the latest available firmware and monitoring whether the issue occurs again, as this will help determine whether this is firmware related.
If the issue does reoccur, please generate a troubleshoot file after the issue has occurred and before the device is restarted, as restarting the device will clear information that could be important for finding the cause.
Please let us know if you encounter the issue again. In that case, we will reach out to you through a private channel to collect the troubleshoot file.
Unfortunately all our devices are remote and restarting them is usually the only way to get access to them again. In 98% of the cases our customers are unable to log in due to having no technical expertise to do this for us. The event logs show that it was in no SIM inserted mode.
Having our customers restart them manually is not ideal at all.
Since the devices are deployed remotely and a restart is often the only way to restore access, one possible solution would be to configure the device to save the troubleshooting logs to Flash memory rather than RAM.
With the current configuration, if the troubleshooting data is stored in RAM, the relevant information will be lost when the device is restarted. Saving the logs to Flash memory would allow the troubleshooting data to remain available after a reboot. This is important because the Troubleshoot file is necessary for us to investigate the issue further.
You can enable this as follows:
Navigate to System → Maintenance → Troubleshoot.
Open the Logging Settings tab.
Under System settings, locate the Save log in option.
Change the selection from RAM memory to Flash memory.
Under Advanced settings, review the System log file size.
We recommend increasing the system log file size if possible, based on the amount of available Flash memory on the device. A larger log file allows the device to retain a longer history and reduces the possibility of the relevant troubleshooting information being overwritten before it can be collected.
With this configuration enabled, if the issue occurs again and the device has to be restarted to restore connectivity, the logs should remain stored in Flash memory. Once access to the device is restored, the Troubleshoot file can then be downloaded and provided to us for further investigation.
No worries, i will log and try and capture it happening. unfortunately its very intermittent.
Has only ever happened with RUT955 units, the one i do have returned form site is from batch 108 and serial range 1115896XXX if that is at all helpful.
Please let us know once you are able to capture the issue and obtain the troubleshoot file. Once you have it, we’ll reach out to you privately so we can proceed with the investigation.
