TRB501 – Intermittent loss of Internet due to modem crashes

[Matas]

Hi everyone,

To give you guys a quick update - we’re looking into the potential cause of the issue that our developers have noticed. They are actively looking into it and will implement a fix as soon as possible as the issue is pinpointed. Once we have more details, we’ll e-mail any of you that we’re in contact with and will also share the details here, in this topic.

@tacomannen @an_kal @unrealdtc @deganl

Thank you for your understanding and patience,
M.

[unrealdtc]

Hello,

Thank you for following up on this. I didn’t get back to you because it was an isolation incident on my unit, and since I rebooted before recovering the troubleshooting logs, there was not much useful information to provide. I was hoping the unit would crash again, but this has not happened…

Stephen

[koil]

I’m not sure if this is the same problem I am having, the issue for me is that the ethernet port is going up and down, maybe that’s a side-effect? I’m still debugging that part of it to be honest, could be the router I have after the TRB501.

Regardless I have not been able to connect to my operators (3 Sweden) 5G network with the TRB501, and that definitely sounds like a modem firmware thing.

What do I need to do to get access to the modem firmware update?

[Matas]

Hi, koil,

I’ve sent you a form to fill out - fill it out with your contact details, and for the ticket ID, please use 16039-4

Regards,
M.

[dinos]

Hello,

I have The same problem. I have install the last firmware TRB501_R_00.07.20.3 but every three or four hours the device need reboot. Is it possible to help me?

Best regards

Dinos

[Matas]

Hi, dinos,

I’ve sent you a form to fill out - fill it out with your contact details, and for the ticket ID, please use 16039-5

Regards,
M.

[unrealdtc]

Hello again !
Had a few crashes last night which required a reboot to restore 4G/5G connectivity. Just like koil, I noticed the Ethernet interface flapping. This time, I was able to capture a troubleshooting file before rebooting the gateway.

I’m running TRB501_R_00.07.20.3.

[Vilius]

Hello,

I hope you’re doing well,

I have sent you a form to fill out. Once you do please make sure that you use 16039-6 as a ticket ID and let me know once the form is filled out.

I look forward to your reply,

Best regards,
V.

[av348oh]

Hi There,

I have brand new TRB501 on 7.22 and previously 7.21.3. it has a significant issue relating to the modem, as i have experienced a similar issue on the TRB500. Can i get a link to the modemfota.teltonika-networks.com repository for this specific modem firmware fix please as this device is basically DOA. I had 4 TRB500, all had the same issue caused by the Quectel RG501Q. Also, both the 500 and 501 are using an OCPU release which is pre-release.

[Vilius]

Hello, @av348oh ,

I hope you’re doing well,

I have sent you a form to fill out. Once you do please make sure that you use 16039-7 as a ticket ID and let me know once the form is filled out.

I look forward to your reply,

Best regards,
V.

[MoLeKni]

Hi Vilius,

I’ve got problems with my TRB501 as well. It drops internet connection roughly 5-10 times a day. Can you hook me up with a new modem firmware as well? It is running on the latest (stable) firmware availiable via FOTA.

[bofh]

I have ~70 of the TRB501 and had this issue since day 1, we had previously put in place a daily reboot to ease the issues, but it’s getting too much now, the devices are actually locking up in the field, and I need to dispatch contractors to power cycle them.

@Vilius can you please send me the form to fill out?

[Matas]

Hi, @MoLeKni & @bofh ,

Unsure if you guys are aware, but presuming you guys have the RG520NE modem (this can be checked under Status → System) - a new update should be available for the modem under System → Firmware → Update Firmware → Modem Firmware.

Please try upgrading & let us know if these issues persist. Here are some reference topics for this issue:

RUTC50 modem repeatedly disconnecting after firmware update

I’ve got a RUTC50 which I recently updated to firmware RUTC_R_00.07.21.3 and modem firmware RG520NEBDCR03A05M4G. Straight after the update, it took around 5 minutes for the modem to connect to the network, and then every 1-2 hours the modem disconnects. Sometimes it reconnects again, other times it needs to be restarted. In the event log, the message shows ‘Mobile data disconnected (internal modem), and in the Status window, Data connection is ‘disconnected’, State is ‘N/A No Service’. This ke…

TRB501 cannot connect with 5G N78 of TELEKOM.DE

I have a TRB501 with actual Firmware (TRB501_R_00.07.23). I have a SIM-card from TELEKOM. I tested the simcard with an iphone = Network is 5G N78 with ok coverage (see 1st picture below). When I insert the same SIM into a factory cleared TRB501 it cannot connect to the TELEKOM network (MCC/MNC = 26201). It seems to try to connect to the VODAFONE network (MCC/MNC = 26202) (see 2nd picture below) When I do an operator scan, the TELEKOM network is found. (see 3rd picture below) It does not h…

Regards,
Matas.

[bofh]

Modem: Quectel RG520N-EBDC

No Modem Firmware update is available according to the TRB (it’s also registered in RMS and running 7.23)

[Matas]

Hello,

Just to confirm - internet access, at this given moment, is present within the device, correct?

Could you also send me a screenshot from the Status → System window, or just send me the current internal modem version you have? The current latest should be RG520NEBDCR03A06M4G_A0.300.A0.300

Regards,
Matas.

[bofh]

[INFO] Detected MODEM_N: 0 
Modem List:
[0] Quectel RG520N-EBDC

Telstra | USB_ID: 3-1 | Firmware: RG520NEBDCR03A01M4G_OCPU_02.200.00.000 | builtin:true

[ERROR] internet connection is not active
[ERROR] Cannot get firmware list from the server.

But I am connected to it via RMS, Via the 5G.

[bofh]

On Firmware → Update → Modem I get “Modem updates from the server are not supported for this device.”

Device name
TRB501
Product code
TRB50110XXXX
Serial number
6X0X7X4X6X
Hardware revision
0007
Batch number
0027
Branch
-

[Matas]

Hello, bofh,

I’ve sent you a form to fill out. Once you do - I’ll reach out to you through the email that you’ll input there, I’ll perform this update for you via a remote session, if you don’t mind.

Regards,
Matas.

[MoLeKni]

Hi @Matas ,

thanks for the reply. I’ve got the Quectel RG520N-EBDC in a TRB501 as well and no updates are shown under modem in web interface. The reason is the same it is not supported by the TRB501. Under Status → System the modem firmware is not shown. I highly doubt that I’ve got the current firmware based on the interruptions I am expecting in 5G enabled mode. In 4G+3G mode the problems are gone.

If you provide further instruction on how to read out the modem FW I’ll dig deeper if you want me to do so.

[Matas]

@MoLeKni @bofh hi there, guys,

Apologies for mixing up the FW namings, since you have TRB501, your latest versions are RG520NEBDCR03A02M4G_OCPU_02.200.00.000, though I can still see that @bofh is on A01, so an update is still possible in this case.

@MoLeKni, entering the command gsmctl -y in the SSH should bring up the current modem firmware (without the numbers at the end, though), but this can also be viewed under Status → System on the WebUI, your choice. If yours is also A01, I can update yours too to see if that resolves the issues, as this will be an update to the current latest that we have.

I’ve also sent you a form to fill out. The main things you have to keep an eye on are the contact email and the ID. For the ID, please use 16039-6, @bofh, forgot to mention, but please use 16039-7 as I can see that you haven’t yet filled out your form.

Regards,
Matas.