07/15/2015
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e.
If the signal-strength is good
ii.
Enter the
show controller serial modem
command to check the link
state:
1.
Link-State=up means the unit is connected to the network
2.
Link-State=down means the RMM/RMC is not connected to the
network. This typically occurs when the unit has not been connected to
the network for an extended period of time. Run through the process to
Send Cancel Location again.
a.
Log into
with username atcnoc and password
Am3r1can
b.
Click on
Real-time Diagnostics
c.
Go to the
and look up the ICCID based on the
IP Address of the RMM/RMC
d.
Click on the
ICCID
, then click on
Spotlight
e.
Have the tech power off the RMM/RMC and leave it powered
off for 5 minutes
f.
In the Jasper Wireless Portal, hit
Send Cancel Location
g.
After 5 minutes, power the RMM/RMC back up; it will typically
take another 5 minutes after it's booted back up for
connectivity to restore to the unit
f.
If still not able to connect to the RMM/RMC have the tech open WinSCP (see
Procedure for download instructions)
i.
When WinSCP is open use 192.168.1.1 for the HOSTNAME
ii.
User name: ATCUSA, password: ATCUSA
iii.
After log in through the SFTP connection, click on the Remote device’s log folder
iv.
Copy the logd.log file to the desktop, rename it with the Site ID and Site Name
v.
Email the logd file to
asking them to review the logd file
to determine the next step for troubleshooting (i.e. ATT Network Issue or
equipment failure)
NOTE:
Make sure to have the tech run the command
show controller
serial modem diagnostics
while logged into the RMM/RMC; copy and
send the results as well to Westell Tech Support for analyses
vi.
If Westell recommends to replace the RMM/RMC, follow the
vii.
If Westell advises of an issue with the wireless carrier network, engage the TS to
have the ATT RMM/RMC replaced with a VZW unit due to the issues with
connectivity in the area
