Learn how to troubleshoot the when working with cellular
ION devices.
Troubleshoot the issue by following the resolution steps
mentioned in the table. If the issue persists, contact Palo Alto
Networks Support.
Alerts and alarms are reported when there is fault
in the system or an issue with the cellular modem. For detailed
information on the alerts and alarms on the ION 1200 device, refer
to the Prisma SD-WAN.
Issue
Resolution
No radio signal - The cellular module in
the ION device cannot detect a radio signal from the internet service provider
network.
Check the modem status.
Check the radio status.
Check the antenna connectivity.
Check if the SIM card is properly installed.
Check if you are in your network provider’s coverage area.
Weak radio signal - reception on your modem
is poor.
Check the antenna connectivity.
Try to move the router to a different location where there
are fewer or no obstacles to the signal (for example, near a window).
Keep
the device away from large metal objects, such as ducts, mirrors,
appliances, and elevators. Minimize the number of walls between
the unit and base station. Avoid any cables in proximity to the
antennas.
No internet access
Check the modem status.
Check the radio status.
Check the SIM status.
Make sure that a SIM card is installed in the modem. Check with
your mobile broadband service provider to ensure that good coverage
exists in the area.
Make sure that your mobile broadband account is active.
If there is no mobile broadband coverage, the Signal Strength
LED is off. If there is poor signal strength, move the modem closer
to a window for better access to the mobile broadband signal. Refer
to ION 1200 LEDs.
Check to see if your mobile service provider is experiencing
network problems. There may be issues with the service provider
rather than your modem.
You might need to add a custom or a private APN profile.
Contact your mobile broadband service provider for APN information.
Interface flapping
Check the Signal Strength LED.
If you see only one or two signal strength
bars, move the modem closer to a window for better access
to the mobile broadband signal.
Slow download or upload speed
Data
transfer speed depends on signal strength and interfering radio sources
and technology it is connected to.
Check the antenna connection.
Check the RAT modem connection; (for example, LTE 4G is generally
faster than 3G).
Try to move the router to a different location where there is
less or no obstacles to the signal; (for example, near a window).
Check for obstacles to the signal and interference from other
devices.
Attached no IP address
If your modem cannot access the internet but
one or more Signal Strength LED bars are green, see if the modem
can obtain an internet IP address from the mobile broadband service
provider. Modem requests an IP address from the mobile broadband
service provider. You can determine whether the request was successful from
Alerts or Notifications on the portal.
Make sure that an
APN profile exists and selected as an active profile, in case of
custom APN.
Turn the radio off and then turn it back on.
Turn modem off and on. If you still cannot obtain an internet
IP address, contact your mobile broadband service provider.
No power in the PoE ports.
Confirm whether the powered device
(PD) on the PoE port is attached properly.
If PD is attached but not receiving power, check if PoE is
enabled on the port, port is administratively enabled and whether
device budget permits powering on the PD.
Power Sourcing Equipment (PSE) controller encounters
an internal error requiring a reload/power-cycle/RMA of the device.
Recover the device.
Check if a reload of the device or a power-cycle helps to
recover the device.
Call Palo Alto Networks support if the issue is still not
resolved.
The main power usage goes over the configured
threshold for the system or for a port.
Check the PD power requirements for the port and all the PDs. Validate whether
the power usage for the port and all the PDs is as expected and is over
the configured threshold for the device.
