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Why does my Digi Connect WAN or ConnectPort Cellular device keep Disconnecting and Connecting from Digi Device Cloud?

Problem:

Digi Connect WAN or ConnectPort Cellular device keep Disconnecting and Connecting from Digi Device Cloud.

Solution:

If you look at the Device Cloud --- Device Management --- Devices --- Device Cloud UI Connection History (see screenshot below) of a Digi Connect WAN or ConnectPort Cellular device, and notice that the device appears to be Connecting and then Disconnecting at a rapid pace, one possibility might be that something on a Cellular Provider’s infrastructure has an idle timeout in place. An especially good indicator of this is when the Connect/Disconnect times appear to be happening at the same interval, over and over.

Potential causes:

The idle timeout may or may not be present on one or more pieces of equipment within the Cellular Provider’s infrastructure, so it is also possible that a device may traverse a certain cellular network path one time (where it doesn't have any issues), then traverse a different path another time, where an issue is apparent.

Whether the APN is static or dynamic, private or public, mobile originated or mobile terminated has no bearing on the possibility of idle timeout. You might be able to find out whether or not idle timeout is part of a Cellular network your device uses, by asking the Cellular provider. Otherwise, you might be able to overcome this by lowering the keep-alive values for the Device Cloud connection of your Digi device, as seen in the three methods below. By default, these values are set to 900/915 (rx/tx).

Note: Setting up keep-alive by following the guidance below will slightly increase your cellular usage per month.


The Device Cloud keep-alive settings can be configured from the CLI (CommandLine Interface), WebUI Web User Interface), or Device Cloud UI as shown below.

To configure keep-alive from the CLI:
  1. set mgmtnetwork networktype=modemppp mtrxkeepalive=270
  2. set mgmtnetwork

To configure keep-alive from the WebUI:

    To configure keep-alive from the Device Cloud UI page for the device:

    1. You will then need to reset the Device Cloud connection:

      Additional Resources:

      HOW TO: Troubleshoot Device Cloud Connectivity Issues from the Command Line Interface of a Digi Connect WAN, ConnectPort, or ERT/Ethernet Gateway
      Last updated: Mar 22, 2019

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