Unable to connect to the cellular network using a BT series Cellular Modem/Gateway
There are several potential issues which could cause your BT series modem to be inaccessible or unable to connect to the cellular network. This document contains FAQs and procedures which will assist you in making your modem fully operational.
Please see the sections below:
- Frequently asked questions(FAQs)
- BlueView Device Manager
- Communication settings (IP and serial configuration
- Signal Strength
- Settings review
- APN configuration
Frequently Asked Questions
Q: How do I configure my BT series modem?
A: The BlueView Device manager will make it fast and easy to configure your device. Please see Section Two below.
Q: My BT-5800 or BT 6800 appears to reset itself every minute or so. Is my device defective?
A: No, this is normal behavior when no SIM card is installed or recognized.
In this condition, if you want to access modem and avoid the rebooting, you can set the modem to the modem experiences one or all of the following conditions:
- No signal
- No SIM card installed or recognized
- No APN or invalid APN configured
The unit will stop rebooting when all of these deficiencies are resolved, or if the modem is put in on demand mode, from the Modem WAN settings page in BVDM. Note that this setting must be changed back to Always On when you are ready for normal operation.
Q: What is the “diversity” antenna used for? Do I need to connect something to it?
A: This is an optional secondary Antenna port that helps to improve the signal reception quality. You do not need something connected to this port to acquire a cellular signal
Q: Do I need an antenna connected to my BT series modem?
A: Yes, an external antenna must be used. There is no internal antenna.
Q: What antennas will work with my BT series modem?
A: Please refer to the separate antenna guide for more information on antennas.
BlueView Device Manager
If you have not done so already, please download the BlueView device manager to assist you in configuring your BT series product. The latest version of the BVDM (BlueView Device Manager) can always be found on http://www.redlion.net/resources/software/sixnet-software/industrial-cellular-software-firmware
If you already have BVDM installed, please open the program and open the Help menu and click About BlueView Device Manager…
The most current version is 1.7.9. If you have an older version, please visit http://www.redlion.net/resources/software/sixnet-software/industrial-cellular-software-firmware to download the latest version before proceeding with your troubleshooting.
Once you are using the current version, chose the method you wish to use to connect to the switch modem using the Change Connection Type button. Click OK to connect using the selected method. If you are able to successfully connect to the modem, you may skip to section 4 to continue troubleshooting.
Communications Settings
If you are unable to connect to your BT series modem, there could be several issues which are preventing you from accessing the modem.
Ethernet or USB connections
If you are connecting over Ethernet or USB, we suggest setting your Ethernet adapter to use DHCP and acquire its address from the modem. This can be configured in the properties of your network adapter.
Select Internet Protocol Version 4 and click properties. Next, ensure that both radio buttons are set to obtain automatically.
Once you have obtained an address, open a command prompt. This can be done by opening the Start Menu and selecting Run.., then typing cmd.
At the command prompt, type ipconfig and look for the name of the adapter which is connected to your BT series product. You will typically see something like:
If you are unsure of the address of your BT series modem, viewing the information from the ipconfig command will help you identify it. The gateway address your PC has acquired from the modem should be the modem’s IP address, which you can enter into the BVDM to configure it.
Serial Communications
When an Ethernet connection does not appear to be working or the modem’s IP can’t be determined, a serial connection will typically allow you access to the modem. After selecting the correct COM port on the Change Connection Type screen, ensure 115200 baud rate is selected as well as the other settings seen below:
Confirm the settings by clicking OK in both windows, then wait for the BVDM to connect with the unit over a serial.
Once you have established a connection, the current configuration of the modem with be displayed in the BVDM and can be configured as needed from this point on.
Signal Strength and Antennas
It is important to have a stable cellular signal in order to communicate. Even if your modem has not yet been activated, you will still be able to see the signal quality in the BVDM. If you have no signal, or -110dBm, check to ensure your antenna is connected to the Antenna jack on the back of the modem.
It is also important to check that your antenna supports the proper signals. If after qualifying your antenna there is still no cellular signal, you may need to move to a different position that has better cellular coverage and away from any interference.
Settings Check
There are several settings which, when accidentally configured could cause communications issues. All of these settings may be configured from within the BVDM.
The first setting is to ensure that the WAN connection is set to Always On. This can be configured from the WAN section. Occasionally during a firmware upgrade this setting could be changed to On Demand, which can result in no communication over the cellular network.
The second setting is the IP Pass-through feature, found on the LAN IP tab of the configuration screen. In this case, unless it is used simply ensure the feature is not checked, as it is not the factory default configurations.
The final setting is the GRE VPN pass-through feature, found on the VPN tab of the configuration screen. Unless a VPN pass-through is being used, this should not be enabled.
APN Configuration
When using BT-5800, BT-6800 or BT-6400 GSM modems, it is important to ensure that the correct APN is configured in the WAN settings of the modem as per the information provided to you by your carrier. If this setting is blank or incorrect, you may be unable to properly access the cellular network. Some providers may also require a username and password, which would be provided by your provider. Please refer to the chart below for default factory APN information for some providers.
| Carrier | Default APN | Dial String | |
| AT&T | proxy | *99***#1 | |
| Rogers Wireless | internet.com | *99***#1 | |
| Telus | isp.telus.com | *99***#1 | |
| Bell mobility | inet.bell.ca | *99# |
Please note that APNs do change from time to time, so it is always best to contact your provider for the most current APN information.
Disclaimer
It is the customer's responsibility to review the advice provided herein and its applicability to the system. Red Lion makes no representation about specific knowledge of the customer's system or the specific performance of the system. Red Lion is not responsible for any damage to equipment or connected systems. The use of this document is at your own risk. Red Lion standard product warranty applies.
Red Lion Technical Support
If you have any questions or trouble contact Red Lion Technical Support by clicking here or calling 1-877-432-9908.
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