Common Troubleshooting steps for oMG WAN Connectivity Issues

Nov 16, 2015 - Author: Sierra Wireless - 4199 Views
This article provides steps to follow when troubleshooting WAN connectivity issues.

Note: you will need to attach a laptop locally to the oMG, either using an Ethernet cable in port 1, 2, or 3, or by connecting to the oMG's WiFi hotspot. Note that for the default configuration, the SSID will be the serial number of the oMG, with no encryption. Once the oMG has assigned your laptop an IP address, open a browser, and navigate to welcome.to.inmotion/MG-LCI. The factory default user ID and password are both admin.

1. If using an embedded radio module, ensure that you have received a SIM card from your cellular provider and that the SIM card is activated.
2. Ensure that the oMG can see the SIM card:
    a. Navigate in the oMG's LCI to Status->WAN.
    b. Click Show Extended Status.
    c. Look for the SIM ID.
3. If using a USB or express aircard, ensure that the aircard is activated.
4. Ensure that the oMG can see the aircard:
    a. Navigate in the oMG's LCI to Status->WAN.
    b. Look for an entry for the aircard.
5. Ensure the antennas are plugged into the correct antenna port on the oMG. Note antenna that ports vary amongst different oMG models. For more information, see the following antenna guides:
6. Verify that the signal strength is good:
    a. Navigate in the oMG's LCI to Status->WAN.
    b. Click Show Extended Status.
    c. Ensure that RSSI is greater than -91dbm.
7. Ensure that the embedded radio/air card is showing an APN and that it is correct:
    a. Navigate in the oMG's LCI to Status->WAN.
    b. Click Show Extended Status.
    c. Look for Programmed APN.
8. If the APN is not correct:
    a. Navigate in the oMG's LCI to WAN->Links.
    b. Locate the correct device and click Configure.
    c. Enter the correct APN name and click Save.
9. If using a static APN, test your provider's generic APN to see if it works (e.g.Verizon uses vzwinternet, AT&T uses broadband).
    a. If it works, contact your cellular provider for the correct APN to use and to check if the SIM is set up with the correct APN.
    b. If not, generate a wan.log file:
        i. Navigate in the oMG's LCI to Logs->Current Logs.
        ii. .Right click on the latest <Current Date>wan.log file and open it in a new tab.
        iii. In the new tab, save the content as a text file to your laptop and email it as an attachment to Sierra Wireless Support.
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