LTE Troubleshooting Tree

Alternating Red/ Yellow

Firmware Update in Progress: DO NOT POWER OFF DEVICE!

Solid Yellow

6310-DX is starting up.

If LED remains solid yellow for more than 2 minutes, DX may need to be replaced.

Flashing Yellow

6310-DX is trying to setup cellular modem. Wait up to 2 minutes to allow the process to finish. If status LED continues to flash yellow after several minutes, continue with below step(s):

  1. Login to web UI. Open Configuration page. Verify the Modem -> Enable check box is selected.
  2. If the 6310-DX continues to flash yellow for more than 5 minutes, consult the troubleshooting steps for a flashing white status LED.

Flashing White

Wait up to 2 minutes. If LED status continues, determine the number of Signal Strength LEDs:

None
  • Power off the 6300-CX, swap the antennas on the back of the 6300-CX, and power on the 6300-CX. If this resolves the connectivity and the 6300-CX displays two or more bars of signal strength, this may indicate that one of the antennas is faulty. You can continue to use the 6300-CX, but we suggest that you eventually order a replacement set of antennas to improve signal strength even further.
  • If swapping the antennas did not resolve the issue, verify the SIM card is inserted properly. Power cycle the 6300-CX after re-insterting the SIM card. Wait 30 to 60 seconds. If the problem persists, the 6300-CX unit cannot detect the SIM and the router may need to be replaced.
One

Relocate the 6300-CX to an area with better signal reception.

Two or More

Verify that the embedded cellular modem firmware of the 6300-CX matches carrier type.

Check the SIM card and the Modem section of the 6300-CX config to verify both are setup with the proper APN.

Login to the web UI. Open the Status page and click on the Cellular Details Tab. Are the Provider and ICCID values listed?

No
  • If the proper Carrier is not listed, contact the cellular provider to verify SIM card activation.
  • Try pressing the Erase button (no longer than half a second) to restore default settings on the 6300-CX device. If the SIM card requires a custom APN to connect, you will have to manually reconfigure that on the 6300-CX
  • If resetting the configuration on the CX did not resolve the issue, check if the SIM card is provisioned properly. If it is, then there may not be coverage for the desired network in your area.
  • Try moving the CX to a different location or using a different cellular provider's SIM card.
Yes
  • Power off the 6300-CX, swap the antennas on the back of the 6300-CX, and power on the 6300-CX. If this resolves the connectivity and the 6300-CX displays two or more bars of signal strength, this may indicate that one of the antennas is faulty. You can continue to use the 6300-CX, but we suggest that you eventually order a replacement set of antennas to improve signal strength even further.
  • If swapping the antennas did not resolve the issue, verify the SIM card is inserted properly. Power cycle the 6300-CX after re-insterting the SIM card. Wait 30 to 60 seconds. If the problem persists, the 6300-CX unit cannot detect the SIM and the router may need to be replaced.

Flashing Blue or Green

6310-DX is connected to the 3G/LTE network, but  doesn't see anything connected to its Ethernet port. Check the Ethernet port, verify the client device  (router, laptop, etc.) is connected via CAT5/6 to the  6310-DX, and the Ethernet port on the client device  is enabled

Solid Green

3G connectivity confirmed

Should the device be on 4G?

Yes
  • Verify 4G coverage is available in the area.
  • Check embedded cellular modem firmware of  6300-CX. Does it match the type of carrier?
  • Check Modem section of 6300-CX config.  Verify Access Technology is set to Auto.
  • Contact carrier to verify SIM card supports 4G LTE.  SIM card may need a custom APN for 4G.
No

Test for Internet access on the device connected to the 6300-CX.

Online

Does the device has a usable IP Address?

  • If no, see if the client device is expecting a publicly reachable  and/or static IP address, check the SIM card and the  Modem section of the 6300-CX configuration to  verify both are setup with the proper APN.

Are there any ports that are required but cannot be accessed on the client device? Also check if the IP Passthrough has been enabled.  

  • If yes, check the Services section of the 6300-CX's  configuration. Verify none of the services are  reserving the ports needed to access the client device.
  • If no, check the Firewall -> Port Forwarding section of the  6300-CX configuration. Verify that the desired ports  are forwarded to the appropriate IP addresses.
Offline

Is the client device receiving a DHCP address from the 6300-CX?

  • If yes, check if the IP Passthrough has been enabled.  
    • If yes, are there any ports that are required but cannot be accessed on the client device? Also check if the IP Passthrough has been enabled.  
      • If yes, check the Services section of the 6300-CX's  configuration. Verify none of the services are  reserving the ports needed to access the client device.
      • If no, check the Firewall -> Port Forwarding section of the  6300-CX configuration. Verify that the desired ports  are forwarded to the appropriate IP addresses.
    • If no, see if the client device is expecting a publicly reachable  and/or static IP address, check the SIM card and the  Modem section of the 6300-CX configuration to  verify both are setup with the proper APN.
  • If no, verify Ethernet ports for connection status and check Cat5/ Cat6 cable integrity. Is IP Passthrough mode enabled?
    • If yes, clear DHCP leases by waiting 5 minutes, then reboot  the 6300-CX. If clearing DHCP leases didn't fix issue, check that the  passthrough IP works with a /30 subnet. If not, contact carrier to change IP on SIM card (may  just need a reboot if using a standard APN).
    • If no, verify the Network → Interfaces→ LAN section of  the 6300-CX config is setup with a static IP and the  DHCP server is enabled.
Online, but with VPN issues

Reduce the Modem → MTU option in the 6300-CX's  configuration to 1400. Alternately, if you have control of the router  connected to the Ethernet port of the 6300-CX,  change that router's WAN MTU seting to 1400.

Briefly Online
  1. Disconnect Ethernet cable from CX; power cycle.  Wait for CX to fully connect, then reconnect Ethernet  port.
  2. Verify the 6300-CX is using the correct APN (e.g. on  Verizon the 6300-CX may connect with the standard  vzwinternet APN, but the SIM card is meant to  connect with a static APN such as ne01.vzwstatic)
  3. If that didn't fix the issue, try removing the  192.168.210.254 IP address from the Network →  Interfaces → Default IP → Default Gateway option in  the 6300-CX's config.
  4. If that didn't fix the issue, try disabling any/all  connectivity tests in the 6300-CX's configuration  profile (labelled "ping monitoring" or "connectivity  monitoring" in the config).
  5. If that didn't fix the issue, contact the cellular  provider to check the SIM card's activation and  provisioning status.

Solid Blue

4G connectivity Confirmed

Test for Internet access on the device connected to the 6310-DX.

Online

Does the device has a usable IP Address?

  • If no, see if the client device is expecting a publicly reachable  and/or static IP address, check the SIM card and the  Modem section of the 6300-CX configuration to  verify both are setup with the proper APN.

Are there any ports that are required but cannot be accessed on the client device? Also check if the IP Passthrough has been enabled.  

  • If yes, check the Services section of the 6300-CX's  configuration. Verify none of the services are  reserving the ports needed to access the client device.
  • If no, check the Firewall -> Port Forwarding section of the  6300-CX configuration. Verify that the desired ports  are forwarded to the appropriate IP addresses.
Offline

Is the client device receiving a DHCP address from the 6300-CX?

  • If yes, check if the IP Passthrough has been enabled.  
    • If yes, are there any ports that are required but cannot be accessed on the client device? Also check if the IP Passthrough has been enabled.  
      • If yes, check the Services section of the 6300-CX's  configuration. Verify none of the services are  reserving the ports needed to access the client device.
      • If no, check the Firewall -> Port Forwarding section of the  6300-CX configuration. Verify that the desired ports  are forwarded to the appropriate IP addresses.
    • If no, see if the client device is expecting a publicly reachable  and/or static IP address, check the SIM card and the  Modem section of the 6300-CX configuration to  verify both are setup with the proper APN.
  • If no, verify Ethernet ports for connection status and check Cat5/ Cat6 cable integrity. Is IP Passthrough mode enabled?
    • If yes, clear DHCP leases by waiting 5 minutes, then reboot  the 6300-CX. If clearing DHCP leases didn't fix issue, check that the  passthrough IP works with a /30 subnet. If not, contact carrier to change IP on SIM card (may  just need a reboot if using a standard APN).
    • If no, verify the Network → Interfaces→ LAN section of  the 6300-CX config is setup with a static IP and the  DHCP server is enabled.
Online, but with VPN issues

Reduce the Modem → MTU option in the 6300-CX's  configuration to 1400. Alternately, if you have control of the router  connected to the Ethernet port of the 6300-CX,  change that router's WAN MTU seting to 1400.

Briefly Online
  1. Disconnect Ethernet cable from CX; power cycle.  Wait for CX to fully connect, then reconnect Ethernet  port.
  2. Verify the 6300-CX is using the correct APN (e.g. on  Verizon the 6300-CX may connect with the standard  vzwinternet APN, but the SIM card is meant to  connect with a static APN such as ne01.vzwstatic)
  3. If that didn't fix the issue, try removing the  192.168.210.254 IP address from the Network →  Interfaces → Default IP → Default Gateway option in  the 6300-CX's config.
  4. If that didn't fix the issue, try disabling any/all  connectivity tests in the 6300-CX's configuration  profile (labelled "ping monitoring" or "connectivity  monitoring" in the config).
  5. If that didn't fix the issue, contact the cellular  provider to check the SIM card's activation and  provisioning status.