Particle Electron cannot connect to cloud

Troubleshooting
28

Hi @microrune,

Thanks for your troubleshooting! I suspect it’s getting stuck in setup because of issues transmitting data (either with that sim card, or with that model of the electron). I’m not seeing data transmitted on that sim card yet, which leaves me back at “sim card issue”, or “electron modem version mismatch” that’s preventing it from transmitting in Singapore. I’ve asked my teammate to look into it and see what we can do to fix the issue.

Sorry it’s taking a while to fix, and thanks for all your help!

Thanks,
David

29

Hey, @microrune.

Sorry this device is having connectivity issues. I looked into the situation with our carrier and just to confirm what @Dave said, it seems that the device can connect, but it won’t/can’t transmit or receive any data.

Also, some of the errors you posted seemed to indicate that your Particle user doesn’t own the device. You probably either want to temporarily claim the device (and then unclaim it and let the original user claim it on their account), or help the user who owns the device perform these operations.

Device ownership/permissions notwithstanding, there are 3 things I’d like to try:

  1. Put this SIM in a different device and see if that device works
  2. Put a known working SIM in this device and see if it works
  3. Flash the device that won’t connect (paired with the SIM that won’t connect) with a firmware that supports cellular connection debugging. @rickkas7 has some awesome instructions on that to help diagnose connectivity issues. I’ll dig those up and post them.

If we can’t solve it here in the community, we may want to have you open a support ticket so you can share more account and device details that are too sensitive to be public.

Thanks!

JT

1 Like
30

@microrune, here are the instructions and user firmware as created by @rickkas7 here at Particle: https://github.com/rickkas7/electron-clouddebug.

The gist is you hook the Electron up to your computer via USB and as the cellular modem is connecting, it logs very verbose output to serial. Collect those logs and send them to us (probably in a PM) and we’ll try to help you further.

Thanks!

31

These are the messages from the debug software:
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
t - run normal tests (occurs automatically after 10 seconds)
starting tests…
turning cellular on…
deviceID=22002f001951343334363036
manufacturer=u-blox
model=SARA-U270
firmware version=23.20
ordering code=SARA-U270-00S-00
IMEI=352253061213236
IMSI=u-blox
ICCID=8934076500002730810
0000022491 [app] INFO: enabling trace logging
attempting to connect to the cellular network…
0000022491 [system] INFO: Sim Ready
0000022491 [system] INFO: Sim Ready
0000022492 [system] INFO: ARM_WLAN_WD 1
0000022492
[ Modem::init ] = = = = = = = = = = = = = = =
22.493 AT send 9 "AT+CGSN\r\n"
22.513 AT read UNK 19 "\r\n352253061213236\r\n"
22.523 AT read OK 6 "\r\nOK\r\n"
22.523 AT send 9 "AT+CGMI\r\n"
22.533 AT read UNK 10 "\r\nu-blox\r\n"
22.543 AT read OK 6 "\r\nOK\r\n"
22.543 AT send 9 "AT+CGMM\r\n"
22.553 AT read UNK 13 "\r\nSARA-U270\r\n"
22.563 AT read OK 6 "\r\nOK\r\n"
22.563 AT send 9 "AT+CGMR\r\n"
22.573 AT read UNK 9 "\r\n23.20\r\n"
22.583 AT read OK 6 "\r\nOK\r\n"
22.583 AT send 9 "AT+CCID\r\n"
22.593 AT read + 30 "\r\n+CCID: 8934076500002730810\r\n"
22.604 AT read OK 6 "\r\nOK\r\n"
22.604 AT send 11 "AT+UPSV=1\r\n"
22.614 AT read OK 6 "\r\nOK\r\n"
22.614 AT send 11 "AT+CMGF=1\r\n"
22.624 AT read OK 6 "\r\nOK\r\n"
22.624 AT send 13 "AT+CNMI=2,1\r\n"
22.634 AT read OK 6 "\r\nOK\r\n"
22.634 AT send 9 "AT+CIMI\r\n"
22.644 AT read UNK 19 "\r\n214074300563477\r\n"
22.654 AT read OK 6 “\r\nOK\r\n”

[ Modem::register ] = = = = = = = = = = = = = =
22.654 AT send 10 "AT+CREG?\r\n"
22.665 AT read + 33 "\r\n+CREG: 2,5,“01F8”,“1F5C4FC”,6\r\n"
22.676 AT read OK 6 "\r\nOK\r\n"
22.676 AT send 11 "AT+CGREG?\r\n"
22.686 AT read + 39 "\r\n+CGREG: 2,5,“01F8”,“1F5C4FC”,6,“6C”\r\n"
22.697 AT read OK 6 "\r\nOK\r\n"
22.697 AT send 10 "AT+COPS?\r\n"
22.737 AT read + 26 "\r\n+COPS: 0,0,“STARHUB”,2\r\n"
22.748 AT read OK 6 "\r\nOK\r\n"
22.748 AT send 9 "AT+CNUM\r\n"
22.788 AT read OK 6 "\r\nOK\r\n"
22.788 AT send 8 "AT+CSQ\r\n"
22.798 AT read + 13 "\r\n+CSQ: 5,2\r\n"
22.808 AT read OK 6 “\r\nOK\r\n”

[ Modem::join ] = = = = = = = = = = = = = = = =
22.808 AT send 12 "AT+CGATT=1\r\n"
22.819 AT read OK 6 "\r\nOK\r\n"
22.819 AT send 14 "AT+UPSND=0,8\r\n"
22.829 AT read + 17 "\r\n+UPSND: 0,8,0\r\n"
22.839 AT read OK 6 "\r\nOK\r\n"
22.839 AT send 23 "AT+UPSD=0,7,“0.0.0.0”\r\n"
22.850 AT read OK 6 "\r\nOK\r\n"
22.850 AT send 36 "AT+UPSD=0,1,“spark.telefonica.com”\r\n"
22.861 AT read OK 6 "\r\nOK\r\n"
22.861 AT send 15 "AT+UPSD=0,6,0\r\n"
22.871 AT read OK 6 "\r\nOK\r\n"
22.871 AT send 14 "AT+UPSDA=0,3\r\n"
25.811 AT read OK 6 "\r\nOK\r\n"
25.811 AT send 14 "AT+UPSND=0,0\r\n"
25.821 AT read + 30 "\r\n+UPSND: 0,0,“10.42.166.70”\r\n"
25.832 AT read OK 6 "\r\nOK\r\n"
0000025832 [system] INFO: ARM_WLAN_WD 2
0000025832 [system] INFO: ARM_WLAN_WD 2
0000025832 [system] INFO: CLR_WLAN_WD 1, DHconnected to the cellular network in 2 milliseconds
connected to cellular network!
25.836 AT send 12 "AT+UDOPN=9\r\n"
25.876 AT read + 23 "\r\n+UDOPN: 2,“STARHUB”\r\n"
25.886 AT read OK 6 "\r\nOK\r\n"
operator name=STARHUB
25.886 AT send 8 "AT+CSQ\r\n"
25.896 AT read + 13 "\r\n+CSQ: 4,3\r\n"
25.906 AT read OK 6 "\r\nOK\r\n"
rssi=-105, qual=3
25.906 AT send 11 "AT+CGED=5\r\n"
25.916 AT read ERR 39 "\r\n+CME ERROR: operation not supported\r\n"
25.917 AT send 11 "AT+CGED=3\r\n"
25.927 AT read + 22 "\r\n+CGED: RAT:“UMTS”,\r\n"
25.937 AT read UNK 63 "\r\nMCC:525, MNC: 5, LAC:01f8, CI:1f5c4fc, DLF:10613, ULF:9663\r\n"
25.948 AT read OK 6 "\r\nOK\r\n"
0000025948 [app] INFO: service rat=UMTS mcc=525, mnc=5, lac=1f8 ci=1f5c4fc band=UMTS 2100 rssi=0 dlf=10613 ulf=9663
0000025948 25.949 AT send 20 "AT+UPING=“8.8.8.8”\r\n"
25.960 AT read OK 6 "\r\nOK\r\n"
ping addr 8.8.8.8=1
25.960 AT send 31 "AT+UDNSRN=0,“device.spark.io”\r\n"
device.spark.io=0.0.0.0
connecting to cloud
0000035971 [system] INFO: Cloud: connecting
0000035971 [system] INFO: Cloud: conn0000035972 [system] INFO: Read Server Address = type:1,domain:$i 35.973 AT send 56 "AT+UDNSRN=0,“22002f001951343334363036.udp.particle.io”\r\n"
65.985 AT send 56 "AT+UDNSRN=0,“22002f001951343334363036.udp.particle.io”\r\n"
87.886 AT read ERR 9 "\r\nERROR\r\n"
87.887 AT send 56 "AT+UDNSRN=0,“22002f001951343334363036.udp.particle.io”\r\n"
87.888 AT read + 14 "\r\n+CIEV: 2,0\r\n"
87.899 AT read + 14 "\r\n+CIEV: 2,1\r\n"
87.909 AT read + 14 "\r\n+CIEV: 2,0\r\n"
87.919 AT read + 14 "\r\n+CIEV: 2,1\r\n"
87.929 AT read + 14 "\r\n+CIEV: 2,0\r\n"
87.939 AT read + 14 "\r\n+CIEV: 2,1\r\n"
87.949 AT read + 14 "\r\n+CIEV: 2,0\r\n"
87.959 AT read + 14 "\r\n+CIEV: 2,1\r\n"
0000117890 [system] ERROR: Cloud: unable to resolve IP for 22002f001951343334363036.udp.particle.io
0000117890 [system] ERROR: 0000117891 [system] TRACE: Internet test socket
On first socketSocket use, free all open sockets
117.892 AT send 15 "AT+USOCTL=0,1\r\n"
127.902 AT send 15 "AT+USOCTL=1,1\r\n"
137.912 AT send 15 “AT+USOCTL=2,1\r\n"
147.922 AT send 15 “AT+USOCTL=3,1\r\n"
149.322 AT read ERR 9 “\r\nERROR\r\n"
149.322 AT send 15 “AT+USOCTL=4,1\r\n"
149.322 AT read + 35 “\r\n+UUPING: 1,32,””,“8.8.8.8”,0,-1\r\n"
149.334 AT read + 35 “\r\n+UUPING: 2,32,””,“8.8.8.8”,0,-1\r\n"
149.345 AT read + 35 “\r\n+UUPING: 3,32,””,“8.8.8.8”,0,-1\r\n"
149.356 AT read + 35 “\r\n+UUPING: 4,32,””,“8.8.8.8”,0,-1\r\n"
149.367 AT read + 14 "\r\n+CIEV: 2,0\r\n"
149.377 AT read + 14 "\r\n+CIEV: 2,1\r\n"
149.387 AT read + 14 "\r\n+CIEV: 2,0\r\n"
149.397 AT read + 14 "\r\n+CIEV: 2,1\r\n"
149.407 AT read + 14 "\r\n+CIEV: 2,0\r\n"
149.417 AT read + 14 "\r\n+CIEV: 2,1\r\n"
149.427 AT read + 14 "\r\n+CIEV: 2,0\r\n"
149.437 AT read ERR 37 "\r\n+CME ERROR: operation not allowed\r\n"
149.438 AT send 15 "AT+USOCTL=5,1\r\n"
149.448 AT read ERR 37 "\r\n+CME ERROR: operation not allowed\r\n"
149.449 AT send 15 "AT+USOCTL=6,1\r\n"
149.459 AT read ERR 37 "\r\n+CME ERROR: operation not allowed\r\n"
socketSocket(TCP)
149.460 AT send 12 "AT+USOCR=6\r\n"
149.470 AT read + 13 "\r\n+USOCR: 0\r\n"
149.480 AT read OK 6 "\r\nOK\r\n"
Socket 0: handle 0 was created
0000149480 [system] TRACE: socketed testSocket=0
0000149480 [system] TRACE: Connect Attempt
socketConnect(0,port:53)
149.481 AT send 25 "AT+USOCO=0,“8.8.8.8”,53\r\n"
0000159492 [system] TRACE: socket_connect()=fail
0000159492 [system] TRACE: Close
socketClose(0)
159.492 AT send 12 "AT+USOCL=0\r\n"
168.003 AT read ERR 9 "\r\nERROR\r\n"
168.003 AT send 9 "AT+CEER\r\n"
168.003 AT read + 14 "\r\n+CIEV: 2,1\r\n"
168.014 AT read + 14 "\r\n+CIEV: 2,0\r\n"
168.024 AT read + 32 "\r\n+CEER: “No report available”\r\n"
168.034 AT read OK 6 "\r\nOK\r\n"
socketFree(0)
0000168034 [system] WARN: Internet available, Cloud not reachable!
00000000168035 [system] INFO: Cloud: connecting
0000168035 [system]0000168036 [0000168036 [system] INFO: Read Server Address = type:1,domain:$i 168.037 AT send 56 “AT+UDNSRN=0,“22002f001951343334363036.udp.particle.io”\r\n”

32

the same sim card does not work on a different electron, and also, I am very sure that I am the owner of the device, if some1 else claimed it, it should be illegal. I have receipt of the device.

33

A different sim card does not work with this electron either, I don’t want to spoil another set of electron, so I would prefer not to try again.

34

Hi again,
I tried a third party Sim card from Singtel, it works on the device!
I don’t like Starhub.
If you can, please send me a new sim card that works on this device.

Thanks
Best Regards
Pierce

35

Dave, I just realised that while using third party Sim card, the issue is, while I power particle with Vin, electron won’t be able to connect, and it will do with battery/USB.
Please advise me on how to ship this to you and fix.
Regards
Pierce

36

Hey, are you here?
Nobody is helping me for several days!
Or have you all left your company?

37

Hi

38

Hi @microrune

As I understand your problem, you have an Electron that works with a 3rd-party SIM card but not with the Particle SIM card in your area. Is that correct?

If so, you need to enter a support ticket by clicking on the blue word SUPPORT at the top of the page here in the forum and continue from there.

Some people here do work for Particle but many of us (@Moors7, @ScruffR, myself) do not. We just help moderate here and solve problems.

There are lots of reasons something like this can happen: for instance, many carriers lock out a SIM that tries to connect too many times too quickly thinking that it is likely a broken phone. If you were experimenting with Cellular.disconnect/connect in rapid succession, that can lead to problems. Or it could be something completely different. Best to enter a support ticket.

2 Likes
39

As @bko already said we are not Particle employees, so that question does not apply to the Elites and there are thousands and thousands of other people also seeing their own issue as their main concern so please be patient with Particle to respond.

But

This indicates a piece of information I couldn't recall being stated before.
If you are not connecting the LiPo battery you need to provide a very stable and responsive DC source on Vin - most standard PSU won't be responsive enough to deliver enough current fast enough to get through the connection process successfully.
Make sure to have a charged LiPo connected at all time.

So just explain your exact setup, including all external components (e.g. PSU, sensors, displays, LiPo or not, ...).
In particular have you read this bit of documentation?
https://docs.particle.io/datasheets/electron-(cellular)/electron-datasheet/#vin

I'd even add some smaller ceramic caps too.

1 Like
40

Thanks for your reply~
What is happening with third party Sim was, I have to put APN setting in my code, it is not really about Vin.
Still, the problem is only with the sim card itself.
I guess I don’t need it if I get 3rd party to work faster than Particle’s partner here in Singapore.

41

With 3rd party SIMs you also need to set the correct Particle.keepAlive().

And if you state that it doesn't have anything to do with Vin, how comes that you said this then?

Throwing red herrings isn't helping.

2 Likes
42

I don’t understand what you mean throwing red herrings. If you are not Particle employee, you don’t know many devices here failed in Singapore due to telco partner upgrade, and I want detailed explanation and back up solution for such cases. Is there anything wrong with what I request?

I did not want to try a third party Sim, it was all due to the case, and I have no idea what the reason is, just to update particle employee all debugging information, is there anything wrong with what I do?

Yes, your solution helps to resolve the issue, and I wish to update the infor here again clearly:

1 Like
43

1 out of 20 of our Particle electron was still failed even though the rest are solved after Particle’s telco partner in Singapore update.

I got a debugging software from Particle Employee and send some debugging infor back.
I haven’t got reply from them on the detailed reason and the solution for the problem.

If this could not be resolved, I wish to use 3rd party Sim cards, and thanks for tips from you and many other members, it works faster.

Still, I wish to resolve the issue there with that sim end with 8010. I want to know what happened during telco partner update, why electrons failed then, and how shall I modify the code immediately to fit their update so that our system don’t fail due to this next time.

44

Can't I? The more information I provide, the more test results I could provide. The test fact does not mean it was due to some reason what?

Expressing your subjective view is not helping to get you more respect.
Deleting my replies is not helping to make customers happier.

My testing results will get more bugs resolved, and it is not about throwing red herring, it is about getting electron more reliable.

45

Being able to solve the problem is useless when you don't know all underlying reasons. It can be just because you are lucky.

46

What reply was deleted?

My comment about "red herrings" was in reply to your info that things worked with USB/LiPo but not via Vin, but subsequently you stated that the power supply didn't have anything to do with your issue.
So the former comment was a so called "red herring" as it diverted attention from the original (still not found) reason towards a well known issue with poor power supply.
In a PM you clarified (afterwards) that you found that the previous observation with Vin supply was something unrelated but got solved and now Vin is actually out of the picture, but that info would have been good to have here too, which may have prevented the impression we were sent after a "red herring".

1 Like
47

Hi @microrune,

The community forums are a great place to ask questions and get help from an awesome, helpful, and knowledgable community. Most of the people who post here don’t work at Particle, but we do try to come here and help as much as we can!

If you want official support from Particle employees directly, filing a support request is the best way to go: https://docs.particle.io/support/support-and-fulfillment/menu-base/ .

Based on your posts I was under the impression you were having a power supply issue, but now it’s not clear to me what the issue is? Maybe moving to support emails is the best way to move forward?

Thanks,
David

3 Likes