FWA710 Continuous disconnection and reboot, and it does not connect to the internet.

Tangablu

After months of working perfectly, my FWA710 suddenly started disconnecting from the cellular network continuously and rebooting every 20-30 minutes.

I checked the router configuration and nothing had changed. As a mitigating measure, I powered it down several times and restarted it, updated it from fw 1.20 to the latest fw 1.60, and checked that the parameter you indicated for automatic reconnection was enabled, but none of this had any effect.

I checked that the APN detected it correctly automatically, and it did, but I set it manually anyway and the situation didn't change. I also set the BTS lock, making it switch to 5G BTS to see if the problem was the network, but that didn't work either. What else can I do?

Sometimes it loses the SIM card, but it finds it again quickly.Is it broken?
It's less than 10 months old!

Zyxel_Tina

Hi @Tangablu,

From the cellular info you provided, your FWA710 appears to be working normally and communicating with the base station. However, we noticed the Internet ring in the Cloud Control Status section is orange.

To troubleshoot:

1. Go to Maintenance > Diagnostic and ping DNS server 8.8.8.8.
2. If the ping fails, please contact your ISP first to confirm if the SIM service is active or restricted.

Tangablu

Hello Tina,

I managed to swap the SIM card for another one and everything is working fine. I will call my operator to have the SIM card checked.

Thank you for your assistance!

best ragards

Zyxel_Barry

Hi @Tangablu,

I understand you're experiencing continuous disconnections and reboots with your FWA710, along with occasional SIM card loss, despite your troubleshooting efforts. This can be very frustrating, especially for a device less than a year old.

Here are some steps we can take to diagnose and potentially resolve the issue:

Initial Solution

1. Check Signal Strength (SINR Value): A low Signal to Interference plus Noise Ratio (SINR) can lead to connection instability and reboots.

   • Navigate to Homepage > Cellular Info.
   • Click on the > icon to open the full page and take a screenshot of the entire page.
   • Ensure your SINR value is >= 20 dB. If it's below 0, it indicates more noise than a useful signal, which can cause connection loss. Consider adjusting the FWA710's placement to improve this value.

2. Verify Network Monitoring: Although you mentioned checking the automatic reconnection parameter, please confirm that "Network Monitoring" is enabled. This feature allows for automatic reconnection attempts when the cellular connection is lost.

   • Go to Network Setting > Broadband > Cellular WAN.
   • Ensure the "Network Monitoring" option is enabled.

3. Test with a Different SIM Card: To rule out carrier-specific issues or a faulty SIM, try inserting a different 5G SIM card into your FWA710 and observe if the disconnection and reboot issues persist.

4. Scheduled Reboot (Temporary Workaround): While not a permanent solution, setting up a daily scheduled reboot might provide temporary stability, especially if the issue occurs regularly.

   • If your FWA710 is managed via Nebula cloud, configure it under Nebula CC > Site-wide > Devices > Mobile Router > Maintenance.
   • If managed locally, go to Maintenance > Reboot > Schedule Reboot in the device's GUI.

5. Review Firewall Settings: Although you mentioned factory default settings, it's worth a quick check to ensure no unexpected firewall rules are blocking traffic.

   • Go to GUI > Security > Firewall > Access Control and look for any Access Control List (ACL) rules that might be inadvertently causing issues.

Information Collection Guide

To help us further investigate and provide a more targeted solution, please provide the following information:

• Screenshots of Cellular Info: As mentioned in step 1 of the Initial Solution, please provide screenshots of the Homepage > Cellular Info page with the full details expanded.
• Network Topology Map: A diagram or description of how your FWA710 is connected within your network (e.g., connected to a switch, another router, directly to a PC).
• Nebula Support Access: If your FWA710 is registered on Nebula, please enable Zyxel Support Access. This allows our team to remotely view your device's configuration and logs, which can significantly expedite troubleshooting.
  • You can enable this via Help > Support Request in the Nebula console.
  • Please also provide your Organization Name and Site Name.

Tangablu

Hi

I confirm that the Network Monitoring Feature parameter is on, In cellular info under NR-NSA Information, the SINR is 11, under Service Information, the SINR is 8.
By adding other cells to the one that usually connects and inserting the Cellular Lock, thereby forcing a cell change, an operation performed on three other cells, the result does not change. In cellular info under NR-NSA Information, the SINR changes to 22, and under Service Information, the SINR changes to 2.
Although the home screen shows that the internet connection is active, this is not actually the case (Connectivity box).
The firewall parameters are set to the default setting, i.e. medium. Setting it to low does not change the result.
It is not possible to connect it to Nebula, as it cannot see the internet, but the connectivity box continues to show that it is connected to the internet!
As a final parameter, I can report that since it started malfunctioning, its power consumption has dropped from the normal 4.4-4.8W and 2.8-3.2W. I can see this parameter from the switch, an HPE Aruba 3810M 48G PoE+, which has also been updated to the latest firmware.

If it helps, I can send some screenshots.

best regards

Zyxel_Tina

Hi @Tangablu,

Regarding the behavior of rebooting every 20–30 minutes, we would like to kindly ask you to perform a simple power and cabling test to observe whether the reboot behavior persists:

• Please try using a different Ethernet cable.
• Connect the FWA710 to a different port on the switch (if possible).

In addition, following Zyxel_Barry’s earlier suggestion, could you please help confirm whether you have had a chance to perform a SIM card cross-test:

• If available, please test with a different SIM card.
• Alternatively, you may insert the same SIM card into a mobile phone to verify whether it can be detected properly and access the internet without issues.

Lastly, if the problem continues, we would appreciate it if you could help collect some information at the moment when the issue occurs. In particular, please help check whether you are still able to access the device’s web interface when the internet connection drops. If access is still possible, kindly capture the following information:

• Screenshots of Cellular Info
• SIM detection status
• Relevant system logs

These details will greatly help us analyze the situation further and determine the next appropriate step.

Thank you for your cooperation.

Tangablu

Hello,

At the moment, I am unable to access the router, as it is installed on a pole on the roof of the house. I have changed the switch port, but nothing has changed.
I repeat that the internet connection never works, not even for a few seconds, even though everything seems fine from the router interface.
While waiting to be able to access the router and test the SIM card, I am attaching the requested screenshots.

best regards

Zyxel_Tina

Hi @Tangablu,

From the cellular info you provided, your FWA710 appears to be working normally and communicating with the base station. However, we noticed the Internet ring in the Cloud Control Status section is orange.

To troubleshoot:

1. Go to Maintenance > Diagnostic and ping DNS server 8.8.8.8.
2. If the ping fails, please contact your ISP first to confirm if the SIM service is active or restricted.

Tangablu

Hello Tina,

I managed to swap the SIM card for another one and everything is working fine. I will call my operator to have the SIM card checked.

Thank you for your assistance!

best ragards