Model: TRB246 Previous Firmware: TRB2M_R_00.07.13.1 Current Firmware: TRB2M_R_00.07.14 (upgraded on 2025-04-27 at 20:17:16) Network Operator: 20820 Connection Type: LTE
Issue description
I’ve been experiencing connection problems with my TRB246 modem over a few weeks. The logs show frequent unexpected shutdowns, mobile data disconnections, and SIM card state errors while running firmware version TRB2M_R_00.07.13.1.
On April 27th, 2025, I upgraded to firmware TRB2M_R_00.07.14. Following the upgrade, there was a brief period of instability (about 4 minutes) with multiple reboots. After this initial period, overall stability has improved with:
Fewer unexpected shutdowns
More stable mobile data connections
No SIM card state change errors
However, the device still experiences:
Occasional unexpected shutdowns (e.g., on April 28th at 07:08:00, and multiple times on April 29th)
Brief mobile data disconnections (e.g., on April 29th at 19:58:24, reconnected at 19:59:05)
I’m seeking advice on:
Are there recommended settings to improve connection stability for this specific model and firmware?
Could there be hardware-related issues causing the persistent unexpected shutdowns even after the firmware upgrade?
Are there diagnostic tools or commands I should run to gather more detailed information about the connection failures?
Any assistance or guidance would be greatly appreciated. I can provide additional logs or information if needed.
Note: This firmware version has been withdrawn due to a critical issue affecting the Data Limit, traffic monitoring functionalities.
I have upgraded my unit to this firmware.
I still have a very unstable connection and very frequent reboots.
What should I do? If I roll back I will lose all the configuration I seem to understand.
I managed to connect to the unit and download the troubleshoot folder and the events logs.
This morning the unit kept rebooting many times and connection was lost..
Can anyone help interpreting the logs and suggest a solution?
The device is in a remote location not easily accessible.
To better assist you, I’d like to kindly ask the following:
Have you had a chance to install the latest 7.14.2 firmware version? If feasible, preferably without selecting “Keep Settings” (if not possible, then following the instructions provided here).
Could you confirm when these issues first started occurring? From the description, I assume they weren’t present on older firmware versions before 7.13.1?
Could you confirm whether Ping Reboot is not enabled under System → Maintenance → Auto Reboot?
What type of power supply are you currently using with the device? If possible, I’d recommend testing with a different unit, ideally a 12W PSU, to see if it improves the situation.
Please let me know how it goes after checking the points above. If the issue continues to occur regularly, I’ll be happy to reach out to you privately to gather more details and assist further.
the device is currently using TRB2M_R_00.07.14.2. It was not possible to do it without the Keep Settings option, so I did use the instructions described in the TRB246 Firmware webpage:
The issues were not present before upgrading to firmware TRB2M_R_00.07.14.
Ping reboot was activated some weeks ago, but the logs config that this is not the issue. The modem is experiencing repeated “Unexpected reboots” more than once per day.
The unit is deployed at sea and cannot be easily reached.
I would greatly appreciate if you could revise the troubleshoot and event logs that I recently downloaded.
The behaviour has not improved in the past month..
Thank you for the update. As mentioned, to assist you effectively, we’ll need to continue this process privately. You should find a support request form in the inbox of the email address you used for your forum registration. Kindly fill out the form, and please reference Ticket ID: 13551 when submitting it. Once the form is completed, we’ll contact you directly via email to investigate the issue in detail and help work towards a solution.
