Troubleshooting

Resetting Your Device

While the settings are reset, the device's firmware version remains the same.

To reset the device to factory default settings, press and hold the ERASE switch for 5 seconds while the device is powered on. The ERASE button is located on the rear of the device.  While holding down the ERASE button, the device will emit a beeping noise once per second.  After 5 seconds, a constant beep will sound; release the ERASE button.  This will erase all device-specific settings to their original state (excluding any automatically generated keys/certificates), and it will automatically reboot.

Establishing Backup Connectivity via Ethernet Port

If the device cannot connect using a cellular connection, use the following steps to use the Ethernet LAN connection.

  1. Restore the device to its factory default settings.
  2. Connect the Ethernet port of the device to the site network equipment/router. Check for solid LINK and flashing ACTIVITY LEDs on the device LAN Ethernet port.
  3. The device will accept an IP address from the site network via its DHCP client.
  4. Observe the Status Indication LEDs & Signal Strength sections to aid in diagnosis.

Note: Backup Connectivity via Ethernet Port and LAN connectivity via Ethernet Port features cannot be used at the same time. If you use the steps listed here to set the device's Ethernet port as a backup connection for itself, the 5400-RM will not be able to provide LAN connectivity to client device(s).

Out of Band SMS Commands

A set of emergency remote commands can be sent via SMS to the device to provide out-of-band (OOB) recovery for the device. These SMS commands allow you to perform actions such as factory resets, reboot the device, and restore to the backup firmware partition, all without requiring the device to have an active cellular connection. Similar to the standard remote commands, these can be used to provide control over the device without any onsite interaction. To utilize this feature, SMS must be enabled for the SIM card used by the device. The complete list of SMS commands is defined in the AT&T Reporting and Management Tool (ARMT) User Guide. 

Support Report

Often times, it is beneficial to download a support report from the device to provide to technical support.  This report is a zipfile that contains all of the current details for the device's state, and a full record of the system logs from the device.

To obtain a support report from the device, login to the device's local web UI.  To access the local web UI,  the user must have a PC/laptop connected to the LAN Ethernet port of the 5400-RM. They should receive an IP address via DHCP from the 6350-SR in the 192.168.0.100-250 range. If they do not receive a DHCP address, they can configure a static IP on the PC/laptop of 192.168.210.2/24 with a gateway of 192.168.210.1.  Once the PC/laptop has an IP address, open the following URL in a browser on the PC:

https://192.168.210.1

Next,  go to the System page, then click the Download Report button at the bottom of the page.