[Ovmsdev] Newly installed 4G modem getting DeniedRegistration

Stephen Casner casner at acm.org
Tue Mar 15 12:50:01 HKT 2022

On Saturday I installed a new 4G modem in Timothy Rodgers' OVMS (he is
"Timothy" on TMC).  When I did mine, it came right up on AT&T, but
Timothy's is repeatedly failing.  Both his and my OVMS are running
3.3.002.  Both of us are using the Hologram SIM.

At first, it looked like I might need to set the new IMEI at Hologram
somehow because the old IMEI for the 3G modem still showed.  Later,
though, the IMEI changed to the new one, but the connection still did
not come up.  I suggested that Timothy contact Hologram support, which
he did.  The reply from the support agent is below.  It says there
have been many momentary connects and disconnects with zero bytes
transferred.  Has anything like this been seen elsewhere?  Are there
other tests we should do?

                                                        -- Steve

---------- Forwarded message ----------
From: Rudy R (Hologram) <support at teamhologram.zendesk.com>
Sent: Monday, March 14, 2022 6:41 AM
To: Timothy Rodgers <timothy at cal.berkeley.edu>
Subject: [Hologram] Re: My OVMS (On Vehicle Monitoring System) has been wo...

##- Please type your reply above this line -##

Your request (147988) has been updated. To add additional comments, reply to this email.


Rudy R (Hologram)

Mar 14, 2022, 8:40 CDT

Hi Timothy,

Thanks so much for contacting Hologram support! My name is Rudy and I'd be happy to help with your request.

After reviewing your Hologram admin dashboard I found an indication your device has at some points connected to the AT&T cellular network, however no data is passing after a connection is made with the network. A device with many zero-byte sessions in quick succession indicates excessive and unnecessary reconnects. This may be caused by improper connection logic by the device firmware or the cellular module's current configuration. For example, a device constantly trying to connect despite successfully opening data sessions will result in multiple zero-byte sessions over time.

You may also find this Help Center <http://support.hologram.io/>  article called,  <https://support.hologram.io/hc/en-us/articles/360040668834-What-is-a-Session-without-Data-and-what-causes-it-> "What is a Session without Data and what causes it." useful in diagnosing the problem.

If the article's recommendations do not help resolve the issue, to further help diagnose the connectivity issues with the connecting network, can you please run these modem diagnostics <https://support.hologram.io/hc/en-us/articles/360035697393-Modem-SIM-annotated-diagnostic-test>  and send back the results? If you prefer, you can also run this script <https://support.hologram.io/hc/en-us/articles/4417363338647>  for the diagnostics to automatically execute.

The diagnostics will help our engineering team pinpoint possible causes and in most cases we can at least get you on the right path!

Looking forward to your response!

Hologram Support | support at hologram.io <mailto:support at hologram.io>

For more information check out our awesome Help Center <https://support.hologram.io/hc/en-us>


Timothy Rodgers

Mar 12, 2022, 23:29 CST

My OVMS (On Vehicle Monitoring System) has been working fine with my long standing Hologram account. Because of the ending of 2G and the addition of 5G it was recommended to put a new card in the device. An engineer who is a friend did this for the identical device in his car and it worked fine. When my new card was installed in my device and connected in my car, it worked when connected my home network but not with cell when away from home. When I typed in 'cell status' as a message on my device the reply was State: NetWait, Mux: Status up, and PPP:not running and GPS: not running. The PPP and GPS ran fine on my friends car. He was not sure why mine didn't work or what to do next and suggested I contact Hologram. I would appreciate your help. Thank you. My org ID 3616

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