Purpose

This procedure helps verify the operational status of the LTE module, SIM card, network registration, signal strength, and data connectivity on supported LTE-enabled devices. It also provides the information required by ID TECH Support for troubleshooting LTE-related issues.

Applicable Devices

• VP6825

• VP7200

• AP6800

Collecting Information for Technical Support

The steps in this article collect important device information for diagnosing device issues. Providing this information upfront significantly reduces troubleshooting time and helps ID TECH Support quickly identify whether the issue is related to device configuration, SIM card provisioning, network registration, antenna performance, or LTE module operation.

The steps below go through the following checks:

1. Verify Firmware and Device Tree Versions

2. Verify Cellular Functionality is Enabled

3. Verify LTE Operating Mode (Airplane Mode and Test Mode status)

4. Verify SIM card detection

5. Verify APN configuration

6. Verify Network Registration

7. Verify Signal Strength

8. Verify Antenna Connection

9. Collect Diagnostic Logs

The commands listed in this document may be executed independently. Example responses are provided for reference; actual values may vary depending on device model, firmware version, carrier, and deployment environment.

Command Format

The commands referenced throughout this document are intended to be executed using the Device → Send NEO Command function within the SDK Demo application.

Commands are shown using the following format:

Cmd-Sub-Hex_Data

Where:

• Cmd = Command byte

• Sub = Sub-command byte

• Hex_Data = Optional hexadecimal payload

Examples

Executing Commands in the SDK Demo Application

Open

1. Connect to the device using the SDK Demo application.

2. Navigate to Device → Send NEO Command.

3. Enter the values from the command into the corresponding fields:

   • Cmd

   • Sub

   • Hex_Data (if present)

4. Select Execute Command.

5. Verify that the response matches the expected result shown in this procedure.

Note: Commands without a Hex_Data field only require you to enter the Cmd and Sub values.

Step 1: Verify Firmware and Device Tree Versions

Collect the firmware and device tree versions to confirm the device is running the expected software.

Record the returned values and provide them to ID TECH Support.

Step 2: Verify Cellular Configuration

Confirm that cellular functionality is enabled.

A response of 01 indicates cellular support is enabled.

Optional Check

Step 3: Verify LTE Operating Mode

Confirm the LTE modem is not in Airplane Mode or Test Mode.

A response of 00 indicates Airplane Mode is disabled.

Optional Test Mode Verification

Command

Expected response should contain:

A value of 0 confirms Test Mode is disabled.

Step 4: Verify SIM Card Detection

Confirm that the device detects the SIM card in the correct slot.

The reported status should match the physical SIM card installation.

Step 5: Verify APN Configuration

Check the configured Access Point Name (APN).

Verify that the APN settings match the requirements of your cellular carrier.

Step 6: Verify Network Registration

Confirm that the modem has successfully registered with the cellular network.

The returned network operator should match the SIM card provider being used.

Step 7: Verify Signal Strength

Check LTE signal quality.

Record the returned signal information and provide it to ID TECH Support.

Step 8: Verify Antenna Connection

If another known-good LTE device is available:

1. Power down both devices.

2. Swap the LTE antenna cable from the known-good device to the problem device.

3. Repeat the signal strength and network registration tests.

This can help determine whether the issue is related to the antenna or LTE module.

Step 9: Collect Diagnostic Logs

Detailed troubleshooting often requires diagnostic logs.

Using the SDK Demo Tool

List Available Log Files

Under the device commands, navigate to Device → Syslog List 1050.

Typical files include:

• syslog

• syslog-01

• syslog-02

• ksyslog

Download Log Files

Under the device commands, navigate to Device → Syslog Read 1050.

Read and save each available log file to your PC.