Boron will not connect to tower

My Boron 2G/3G was working fine, but for unknown reasons now only flashes green. I’m using a 3rd party sim and credit is good. I also have many other devices working fine on the same 3rd party sims.
Using the CLI, I’ve done a “particle update” in DFU mode. I’ve also reset the 3rd party sim credentials using the instructions here, which was followed by running “particle flash --usb tinker” in DFU mode. All programs seem to install ok, but I still cannot get the device into safe mode. I’ve changed antennas and 3rd party sims to no avail. I’ve run out of ideas. Any help appreciated?

Hi there!

I would suggest going through the steps highlighted here: https://support.particle.io/hc/en-us/articles/360044518213-Troubleshooting-Cellular-Connectivity
The cloud debug tool will help you see what is happening between the device and the cellular tower.

I’ve run the cloud debug tool - thanks for the suggestion! I"m not sure how to interpret the output but it does seem that my boron is in a bad way as it cannot even report its basic details like IMEA, ICCID etc. Any idea on how to proceed from here?

Output below:

clouddebug: press letter corresponding to the command
a - enter APN for 3rd-party SIM card
k - set keep-alive value
c - show carriers at this location
p - select MNO profile
t - run normal tests (occurs automatically after 10 seconds)
or tap the MODE button once to show carriers
enter APN:
APN set to telstra.wap
clouddebug: press letter corresponding to the command
a - enter APN for 3rd-party SIM card
k - set keep-alive value
c - show carriers at this location
p - select MNO profile
t - run normal tests (occurs automatically after 10 seconds)
or tap the MODE button once to show carriers
0000011568 [hal] ERROR: Failed to power off modem
starting tests...
turning cellular on...
0000042432 [hal] ERROR: No response from NCP
0000042432 [system.nm] INFO: State changed: DISABLED -> IFACE_DOWN
deviceID=e00fce689236a5088fb41e43
manufacturer=
model=
firmware version=
ordering code=
IMEI=
IMSI=
ICCID=
0000116434 [app] INFO: enabling trace logging
0000116435 [ncp.at] TRACE: > AT+CGDCONT?
0000126435 [ncp.at] TRACE: > AT+CSQ
attempting to connect to the cellular network...
0000136437 [system.nm] INFO: State changed: IFACE_DOWN -> IFACE_REQUEST_UP
0000136437 [system.nm] INFO: State changed: IFACE_DOWN -> IFACE_REQUEST_UP
0000136441 [hal] TRACE: PPP netif -> 8
0000136443 [net.ifapi] INFO: Netif pp3 state UP
0000136443 [net.ifapi] INFO: Netif pp3 state UP
0000136446 [hal] TRACE: Modem already on
0000136448 [hal] TRACE: Setting UART voltage translator state 1
0000136540 [system.nm] INFO: State changed: IFACE_REQUEST_UP -> IFACE_UP
0000136540 [system.nm] INFO: State changed: IFACE_REQUEST_UP -> IFACE_UP
0000137450 [ncp.at] TRACE: > AT
0000138450 [ncp.at] TRACE: > AT
0000139450 [ncp.at] TRACE: > AT
0000140451 [ncp.at] TRACE: > AT
0000141451 [ncp.at] TRACE: > AT
0000142451 [ncp.at] TRACE: > AT
0000143451 [ncp.at] TRACE: > AT
0000144451 [ncp.at] TRACE: > AT
0000145451 [ncp.at] TRACE: > AT
0000146451 [ncp.at] TRACE: > AT
0000147451 [ncp.at] TRACE: > AT
0000148451 [ncp.at] TRACE: > AT
0000149451 [ncp.at] TRACE: > AT
0000150451 [ncp.at] TRACE: > AT
0000151451 [ncp.at] TRACE: > AT
0000152451 [ncp.at] TRACE: > AT
0000153451 [ncp.at] TRACE: > AT
0000154451 [ncp.at] TRACE: > AT
0000155451 [ncp.at] TRACE: > AT
0000156451 [ncp.at] TRACE: > AT
0000157451 [hal] ERROR: No response from NCP
0000157451 [hal] ERROR: No response from NCP
0000157452 [hal] TRACE: Setting UART voltage translator state 0
0000157452 [hal] TRACE: Hard resetting the modem
0000158503 [net.pppncp] TRACE: Failed to initialize ublox NCP client: -210
0000158504 [hal] TRACE: Setting UART voltage translator state 0
0000158504 [hal] TRACE: Powering modem off
0000158505 [hal] TRACE: Setting UART voltage translator state 0
0000170006 [hal] ERROR: Failed to power off modem
0000170006 [hal] ERROR: Failed to power off modem
0000170107 [hal] TRACE: Modem already on
0000170108 [hal] TRACE: Setting UART voltage translator state 1

Just to add: “particle identify” fails to find a serial port which is strange because any other command in the CLI seems to be executed without error.

Serial err: Error: Opening COM31: Access denied
Serial problems, please reconnect the device.

.And closing Terra Term I get “Serial timed out”

That is indicative of a dead modem - No response from NCP. Please create a ticket at support.particle.io so we can organise a replacement for you.

Thanks for your help and diagnosis!