Troubleshoot Common Issues with the ION 1200

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 Administrator’s Guide.
Issue
Resolution
No radio signal - The cellular module in the ION device cannot detect a radio signal from the internet service provider network.
  1. Check the modem status.
  2. Check the radio status.
  3. Check the antenna connectivity.
  4. Check if the SIM card is properly installed.
  5. Check if you are in your network provider’s coverage area.
Weak radio signal - reception on your modem is poor.
  1. Check the antenna connectivity.
  2. 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
  1. Check the modem status.
  2. Check the radio status.
  3. Check the SIM status.
  4. 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.
  5. Make sure that your mobile broadband account is active.
  6. 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.
  7. Check to see if your mobile service provider is experiencing network problems. There may be issues with the service provider rather than your modem.
  8. You might need to add a custom or a private APN profile. Contact your mobile broadband service provider for APN information.
Interface flapping
  1. Check the Signal Strength LED.
  2. 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.
  1. Check the antenna connection.
  2. Check the RAT modem connection; (for example, LTE 4G is generally faster than 3G).
  3. Try to move the router to a different location where there is less or no obstacles to the signal; (for example, near a window).
  4. 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.
  1. Make sure that an APN profile exists and selected as an active profile, in case of custom APN.
  2. Turn the radio off and then turn it back on.
  3. Turn modem off and on. If you still cannot obtain an internet IP address, contact your mobile broadband service provider.

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