NEQ6GO wierd loss of internet

[gaddman]

I have the NEXQ60, Quectel EM12 modem, the upgraded power adapter, using a 2X MIMO Panel antenna. Verizon post paid iPad plan. The issue I am having is a loss of internet, but only when I'm on a zoom session. (laptop connected via wifi). It will run for weeks with no problem, multiple devices, streaming, games, etc. But every time I get on a zoom session, it will be fine for a time, but always happens. When this happens, I still get tower signal numbers and the wifi connectivity is still there. It just doesn't have internet access anymore from the router.

Things I have tried. 1) Using the router just for the tower connection, disabled wifi, and used an external wifi router. No difference. 2) Heat sinks on the modem. It was getting into the 50's, now stays in the 30-40's. Still no difference. 3) Didn't think it was a tower or band issue, but I've tried different towers and bands.

The only way to bring it back is a hard power cycle...which I have to do twice. First without an APN, then again with the APN. Separate issue, but been that way since I've had it, and have not figured out how to fix it. Minor annoyance compared to the internet dropping since I use zoom everyday for work, which I use a Verizon hot spot because of this issue.

Any advice?

Here's a screenshot of the system log...starts at the [cut here] line.

Disconnect_1213.png

[Dr-BroadBand]

What are your up/down speed?

Have you tried hard Internet connection?

Are you zooming with the same person when it happens. Could the problem be on the other end of the call

[gaddman]

Q. What are your up/down speed?
A. Download usually 30-40Mbps, Upload 8-9. I don't think that's it, because it happens when speeds are good. This evening was congested 13/5. I usually keep the Live status splash page up so I can monitor signal numbers and modem temp. Nothing stands out.

Q. Have you tried hard Internet connection? I can't remember if I've tried that yet. I can try it in the morning on our church zoom.

Q. Are you zooming with the same person when it happens. Could the problem be on the other end of the call?
A. No. And it's usually a group, not just one. Sometimes I will see a zoom message that my internet is weak but not very often and it never happens then. When I do lose internet the zoom participants just freeze. I can switch over to my hotspot quickly and the zoom session resumes. The other participants say that I froze...the zoom session did not even hiccup for them.

Just to be clear, the modem loses internet and no devices can access or stream anything, although still connected to wifi...and the router still connected to the tower. It's not an issue with the zoom session itself, it just seems to be the trigger. My wife can zoom on her phone (using the router wifi) with a group of 5-10 and has not had a problem. The difference is, when she is using her phone, shes just a participant and is just displaying one screen. When I'm zooming on my laptop, sometimes I am hosting or co-hosting, so I have one screen showing the gallery view...which I can see up to 49 participants on the screen. Another screen is the main view...either the speaker or the media being shared. So I thought it may be a heat thing, because I do notice the modem temp going up when in this mode. But with the heat sinks it stays low enough...I think. 40's C is not too hot is it?

[Dr-BroadBand]

Could be a lack of power and the zoom meeting is put a high load on your router.

Found this clue

Our WiFiX NEXQ6GO-M routers include a 2 Amp Power Adapter after determining that 1 Amp is insufficient when using the Sierra Wireless MC7455 modem under load–which may result in both WiFi and service disconnection issues.

We strongly recommend upgrading to our top quality 12V 2.5A (30W) power adapter when using the Sierra Wireless and/or Quectel CAT12/CAT20 modems. The importance of providing adequate power to the router and its modem must not be underestimated.

Also can you post The version of firmware you are using.

https://thewirelesshaven.com/shop/routers/lte-rou ... fi-router/

[gaddman]

So this morning I connected my laptop to the modem via ethernet. Lost internet after about 1hr and 45 minutes. Unplugged the ethernet and switched over to the hotspot and resumed...like always. Was in a zoom breakout room with 6 other people. Speeds during the zoom session were 25down/5up/49ms ping. Modem temp 52C when it happened. Is that too hot?

I am using the 2.5 amp power supply that you linked to. Bought that with the router to start with. I wonder if I should look for a 3 amp, or if that would be too much?

The firmware is GoldenOrb_2020-04-04. It was preloaded on the router and I don't think there is a newer version unless posted recently. I thought I saw on here that someone said the new version for one of the WE routers might work for the NEXQ router. So I might try that.

I'm not sure if anything in the logs would be helpful?

[Didneywhorl]

Post that system log here: https://forums.whirlpool.net.au/thread/ ... =-1#bottom with what is happening. That is odd. See what the gurus there say.

I don't think you are having a power issue, or heat.

Try running a live stream video in the background on mute while in the zoom meeting.

[gaddman]

Posted there, already getting some feedback. Thanks,

Do you mean initiate a live stream...like on FB, or find a live stream and watch it?

[gaddman]

Just to give an update. I was provided a firmware update over on the whirlpool forum. We still cannot get the AT+QMBNCFG="Deactivate" command to work. It times out. They were trying to get me into ECM mode, but it would never connect. Maybe due to the Deactivate not working? So AT+QMBNCFG="List" still has the first row active.

+QMBNCFG: "List",0,1,1,"hVoLTE-Verizon",0x0801010E,201908221
+QMBNCFG: "List",1,0,0,"ROW_Commercial",0x0801080A,201904121
+QMBNCFG: "List",2,0,0,"ChungHwa_Taiwan_Commercial",0x0801FD01,201906281

I've been running in QMI mode since day 1. But I stumbled into a connection running in MBIM mode. Reboots do not always connect but most of the time a second one does. The good news is that the modem did not disconnect on my last big Zoom session...which by the way, I was able to run a live video stream on FB. We'll see if it holds up. Will be watching for posts concerning the Deactivate issue. Sounds like something I would want to work.

[Didneywhorl]

That is odd that it keeps the MBN profile live and refuses to deactivate it. Typically Deactivate does not work only if the MBN profile isnt active already. But your showing it is active and wont stop. You could remove all of the MBN profiles. Not sure what that might do. Reflashing firmware should restore them the easiest way. you could test it by deleting one of them and then reflashing the firmware.

[BillA]

I have the NEXQ60, Quectel EM12 modem, the upgraded power adapter, using a 2X MIMO Panel antenna. Verizon post paid iPad plan. The issue I am having is a loss of internet, but only when I'm on a zoom session. (laptop connected via wifi). It will run for weeks with no problem, multiple devices, streaming, games, etc. But every time I get on a zoom session, it will be fine for a time, but always happens. When this happens, I still get tower signal numbers and the wifi connectivity is still there. It just doesn't have internet access anymore from the router.

To solve the "Deactivate"/MBN issue, first power off the router, remove the sim card, power it on, wait at least 5 minutes to boot up fully, then send these AT-commands via Modem > Miscellaneous:

Code: Select all

AT+QPRTPARA=3

wait at least 5 seconds then

AT+QPRTPARA=1

Wait at least 5 seconds, restart the router without a sim card, wait at least 5 minutes to boot up fully, then try the "Deactivate"/MBN commands.

[gaddman]

To solve the "Deactivate"/MBN issue, first power off the router, remove the sim card, power it on, wait at least 5 minutes to boot up fully, then send these AT-commands via Modem > Miscellaneous:

Code: Select all

AT+QPRTPARA=3
wait at least 5 seconds then
AT+QPRTPARA=1

Wait at least 5 seconds, restart the router without a sim card, wait at least 5 minutes to boot up fully, then try the "Deactivate"/MBN commands.

Tried this today. Deactivate still times out. Sequence of events:

- Powered down, removed sim, power up, wait 5 minutes

Code: Select all

AT+QPRTPARA=3
OK
AT+QPRTPARA=1
OK

- Power cycle, wait 5 minutes

Code: Select all

AT+QMBNCFG="AutoSel",0 
OK

AT+QMBNCFG="Deactivate"
TIMEOUT ERROR

AT+QMBNCFG="List"
+QMBNCFG: "List",0,1,1,"hVoLTE-Verizon",0x0801010E,201908221
+QMBNCFG: "List",1,0,0,"ROW_Commercial",0x0801080A,201904121
+QMBNCFG: "List",2,0,0,"ChungHwa_Taiwan_Commercial",0x0801FD01,201906281
+QMBNCFG: "List",3,0,0,"TaiwanMobile_Commercial",0x08014100,201906281
+QMBNCFG: "List",4,0,0,"FarEastOne_Taiwan_Commercial",0x08014000,201910221
+QMBNCFG: "List",5,0,0,"FirstNet",0x08015300,201904081
+QMBNCFG: "List",6,0,0,"ROW_Generic_3GPP_PTCRB_GCF",0x0801FE02,201910231
+QMBNCFG: "List",7,0,0,"Commercial-Reliance",0x08011B0C,201903181
+QMBNCFG: "List",8,0,0,"Telus_Canada",0x08014900,201905101
+QMBNCFG: "List",9,0,0,"TEF_Germany_Commercial",0x08010CC0,201905201
+QMBNCFG: "List",10,0,0,"France-Commercial-Orange",0x08010B21,201906281
+QMBNCFG: "List",11,0,0,"Spain-Non_VoLTE-Telefonica",0x08010C20,201905201
+QMBNCFG: "List",12,0,0,"Commercial-DT-VOLTE",0x08011F1F,201902011
+QMBNCFG: "List",13,0,0,"Germany-VoLTE-Vodafone",0x08010449,201906281
+QMBNCFG: "List",14,0,0,"VoLTE-ATT",0x08010335,201906031
+QMBNCFG: "List",15,0,0,"UK-VoLTE-Vodafone",0x08010426,201908011
+QMBNCFG: "List",16,0,0,"Telstra_Australia_Commercial",0x08010F00,201908191
+QMBNCFG: "List",17,0,0,"Commercial-KDDI",0x08010709,201810221
+QMBNCFG: "List",18,0,0,"Commercial-DCM",0x08010D0D,201905221
+QMBNCFG: "List",19,0,0,"OpenMkt-Commercial-CU",0x08011502,201810121
+QMBNCFG: "List",20,0,0,"VoLTE_OPNMKT_CT",0x080113E0,201810121
+QMBNCFG: "List",21,0,0,"Volte_OpenMkt-Commercial-CMCC",0x08012010,201904261
OK

- Put in SIM, reboot, no connection, tried multiple times, clearing APN, power cycle, reseting APN, power cycle, etc

ran this:

Code: Select all

AT+CGDCONT=1,"IPV4V6","ims";+CFUN=0;+CFUN=1

- Got a connection after the modem came back up.
It changed APN 1 from "vzwinternet" to "ims"

Code: Select all

AT+CGDCONT?
+CGDCONT: 1,"IPV4V6","ims","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
+CGDCONT: 3,"IPV4V6","vzwinternet","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
OK

That is odd that it keeps the MBN profile live and refuses to deactivate it. Typically Deactivate does not work only if the MBN profile isnt active already. But your showing it is active and wont stop. You could remove all of the MBN profiles. Not sure what that might do. Reflashing firmware should restore them the easiest way. you could test it by deleting one of them and then reflashing the firmware.

Have not had a chance to try this yet.
Before today when I tried this experiment, the system has worked flawlessly. No modem disconnects at all, even through 3 of the Zoom sessions that was previously disconnecting every time.

[BillA]

Tried this today. Deactivate still times out.

Try these commands, I just tested it on an EM12.
They are combined, copy and paste them exactly like this:

Code: Select all

AT+CGDCONT=1;+CGDCONT=2;+CGDCONT=3;+CGDCONT=4;+CGDCONT=5
AT+QMBNCFG="AutoSel",0;+QMBNCFG="Deactivate";+QMBNCFG="Select","ROW_Commercial"
AT+CFUN=0;+CFUN=1

Wait 5 seconds, restart the router, wait 5 minutes to boot up fully, then try to browse the web. Next, run these these commands, then copy and paste the output here.

Code: Select all

AT+QMBNCFG?
AT+QMBNCFG="Deactivate"?

[gaddman]

Try these commands, I just tested it on an EM12.
They are combined, copy and paste them exactly like this:

Code: Select all

AT+CGDCONT=1;+CGDCONT=2;+CGDCONT=3;+CGDCONT=4;+CGDCONT=5
AT+QMBNCFG="AutoSel",0;+QMBNCFG="Deactivate";+QMBNCFG="Select","ROW_Commercial"
AT+CFUN=0;+CFUN=1

RESULT:

Code: Select all

AT+CGDCONT=1;+CGDCONT=2;+CGDCONT=3;+CGDCONT=4;+CGDCONT=5
ERROR
AT+QMBNCFG="AutoSel",0;+QMBNCFG="Deactivate";+QMBNCFG="Select","ROW_Commercial"
TIMEOUT ERROR
AT+CFUN=0;+CFUN=1
OK

Wait 5 seconds, restart the router, wait 5 minutes to boot up fully, then try to browse the web. Next, run these these commands, then copy and paste the output here.

Code: Select all

AT+QMBNCFG?
AT+QMBNCFG="Deactivate"?

RESULT: (can't browse)

Code: Select all

AT+QMBNCFG?
ERROR
AT+QMBNCFG="Deactivate"?
TIMEOUT ERROR

I ran this again to get internet:

Code: Select all

AT+CGDCONT=1,"IPV4V6","ims";+CFUN=0;+CFUN=1
OK

[BillA]

I ran this again to get internet:

Code: Select all

AT+CGDCONT=1,"IPV4V6","ims";+CFUN=0;+CFUN=1
OK

There seems to be something wrong with your modem (error on AT+QMBNCFG?)
Please run these commands to get the hardware info, then copy and paste the output here.
The first "AT" by itself is just to clear the buffer.

Code: Select all

AT
AT+QMBNCFG
ATI
AT+CGSN  < You may block out the last 4 digits
AT+CGMR
AT+CGMM
AT+GMM

[gaddman]

There seems to be something wrong with your modem (error on AT+QMBNCFG?)
Please run these commands to get the hardware info, then copy and paste the output here.
The first "AT" by itself is just to clear the buffer.

Code: Select all

AT
AT+QMBNCFG
ATI
AT+CGSN  < You may block out the last 4 digits
AT+CGMR
AT+CGMM
AT+GMM

Result:

Code: Select all

AT
OK

AT+QMBNCFG
ERROR

ATI
Quectel
EM12
Revision: EM12GPAR01A17M4G
OK

AT+CGSN
3530340xxxxxxxx
OK

AT+CGMR
EM12GPAR01A17M4G
OK

AT+CGMM
EM12
OK

AT+GMM
EM12
OK

[Didneywhorl]

Result:

Code: Select all

...



ATI
Quectel
EM12
Revision: EM12GPAR01A17M4G
OK


...


AT+CGMR
EM12GPAR01A17M4G
OK

You've got some older firmware there. Maybe update it?

https://drive.google.com/file/d/1fxqOMY ... sp=sharing

[BillA]

Result:

Code: Select all

AT
OK

AT+QMBNCFG
ERROR

You definitely have an older firmware, if it still doesn't work after flashing it with the latest firmware, you might have an engineering sample which I'm afraid cannot be converted to a production model.


Just noticed that I mistyped one of the AT-command, please re-run this before and after you have flashed the modem (if you have already flashed it, it's ok), then copy and paste the out here.

Code: Select all

AT+QMBNCFG=?

[gaddman]

I have not flashed the firmware of the modem yet. I have to do that with a USB adapter, right? I bought one but haven't done it yet. It's running in MBIM mode, even though it can't run the "deactivate" command. Honestly, it's running great right now. It has not had a single hiccup in the 2 weeks it's been up. So I'm not in a big hurry to mess with it. But I will. Here is the result of that command:

Code: Select all

AT+QMBNCFG=?
+QMBNCFG: "List"
+QMBNCFG: "Select"[,<MBN name>]
+QMBNCFG: "Deactivate"
+QMBNCFG: "AutoSel"[,(0,1)]
+QMBNCFG: "Delete","<MBN name>"
+QMBNCFG: "Add","<filename>"
OK

[BillA]

I have not flashed the firmware of the modem yet. I have to do that with a USB adapter, right? I bought one but haven't done it yet. It's running in MBIM mode, even though it can't run the "deactivate" command. Honestly, it's running great right now. It has not had a single hiccup in the 2 weeks it's been up. So I'm not in a big hurry to mess with it. But I will. Here is the result of that command:

Now that you mention that you're running it in MBIM mode, that could be the reason why the "Deactivate" command doesn't work. Normally you would want to be in QMI mode which is faster and more reliable.
Here's how to do it, just be ready to reflash the modem in case you lose complete control.

Code: Select all

QMI mode
AT+QCFG="usbnet",0
AT+CFUN=0;+CFUN=1

Restart the router manually, wait at least 5 minutes to fully boot up, then test it with this command:
AT+QMBNCFG="AutoSel",0;+QMBNCFG="Deactivate";+QMBNCFG="Select","ROW_Commercial"

To set it back to normal to ECM or MBIM mode:

ECM mode
AT+QCFG="usbnet",1

MBIM mode
AT+QCFG="usbnet",2

[gaddman]

Just wanted to post an update since it's been a while. My system has been up and running great since my last post above where I put it in MBIM mode, and used "AT+CGDCONT=1,"IPV4V6","ims";+CFUN=0;+CFUN=1" to get it to connect.

To the point made in the previous post about switching to QMI mode before trying the deactivate command, I have tried that. Won't execute the deactivate no matter what we've done. Hoping a firmware update would fix that. I know QMI mode is recommended. I had 2 issues when running in that mode. 1) I always had to blank the APN, reboot, set the APN and reboot again to get a connection. 2) It would always disconnect the modem when running Zoom meetings.

In MBIM mode, the modem has not disconnected in 51 days. I have the USB adapter and downloaded the new firmware, but I've been afraid to even try that right now since it's working so good. Just letting the good times run it's course before messing with it again.

[gaddman]

7 month follow-up. My setup has been running great since my last post 7 months ago. I still have not updated the firmware. I have only had to re-boot and run the AT command in previous post maybe 3 times in 7 months. Not sure why, but it was not because of zoom.

Just wanted to give a big THANK YOU to the folks here that got me into the right hardware and supported me through the setup. This is the best and cheapest internet solution we've ever had here.

Screenshot 2021-10-25 120231.png

[Didneywhorl]

... trying the deactivate command, I have tried that. Won't execute the deactivate no matter what we've done.

AT+QMBNCFG="Deactivate" only works if the AT+QMBNCFG="AutoSel" == 1. Otherwise there is nothing to "Deactivate"

In MBIM mode, the modem has not disconnected in 51 days. I have the USB adapter and downloaded the new firmware, but I've been afraid to even try that right now since it's working so good. Just letting the good times run it's course before messing with it again.

I say if it aint broke ....