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Ellipsis Jetpack MHS900L keeps power cycling

I bought the device 2 days ago from a verizon store. I had no issues the first night getting pretty good signal (4 bars, above -90dBm and above 10db ) and speeds. After shutting down the device it updated (4.1.4.1-36042). The next time I started the device is when the problems started to occur, Sometimes the device is only on for a matter of minutes before it power cycles and must fully reboot, sometimes it lasts for a half hour or so. sometimes i do lose my connection ( i took it in the basement to test and see if it was power cycling when i lost signal ) the device did not power cycle in that instance. I have pulled the battery, checked contacts and looked for liquid damage or battery swelling/ excessive heat, everything seems fine considering the device is only roughly 48 hours out of package. I have also hard reset the device and the issue continues. I have tried running it plugged in with multiple USB cords, i have tried running it not plugged in at all and it doesn't seem to make a difference. I am already looking into alternatives but since i just spent over $100 on getting this device up and running i would like to try and figure out a solution.

[2019/02/08 03:41:21] Request [Set Log Enabled]: Log enable change to Enabled

[2019/02/08 03:41:27] USB Charger: Connected

[2019/02/08 03:41:27] Battery Level : 6

[2019/02/08 03:41:27] WIFI: CONNECTED Device Number: 1

[2019/02/08 03:41:27] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:33] USB Charger: Connected

[2003/10/07 00:00:33] Battery Level : 6

[2019/02/08 03:45:39] LTE Connection established

[2019/02/08 03:46:22] WIFI: CONNECTED Device Number: 1

[2019/02/08 03:46:22] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:35] USB Charger: Connected

[2003/10/07 00:00:35] Battery Level : 6

[2003/10/07 00:00:38] LTE Connection established

[2019/02/08 03:47:23] USB Charger: Disconnected

[2019/02/08 03:47:29] USB Charger: Connected

[2019/02/08 03:47:35] USB Charger: Disconnected

[2003/10/07 00:00:33] USB Charger: Disconnected

[2003/10/07 00:00:33] Battery Level : 6

[2019/02/08 03:48:15] LTE Connection established

[2019/02/08 03:48:20] USB Charger: Connected

[2019/02/08 03:48:26] USB Charger: Disconnected

[2019/02/08 03:48:40] LTE Connection lost

[2003/10/07 00:00:36] USB Charger: Disconnected

[2003/10/07 00:00:36] Battery Level : 6

[2019/02/08 03:49:51] LTE Connection established

[2019/02/08 03:49:54] LTE Connection established

[2019/02/08 03:50:01] USB Charger: Disconnected

[2019/02/08 03:50:01] Battery Level : 6

[2019/02/08 03:50:14] WIFI: CONNECTED Device Number: 1

[2019/02/08 03:50:14] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 03:50:20] PIN Status changed from [ERROR] to [NOT_BLOCKED]

[2019/02/08 03:50:43] Prefence Change:

[2019/02/08 03:50:43] Turn off display: Never

[2019/02/08 03:50:43] Auto Shutdown : Never

[2019/02/08 03:50:43] Power Indicator : ON

[2019/02/08 03:50:43] Blink Delay : 3 Sec

[2019/02/08 03:54:03] Battery Level : 5

[2003/10/07 00:00:28] USB Charger: Disconnected

[2003/10/07 00:00:28] Battery Level : 5

[2003/10/07 00:00:37] LTE Connection established

[2019/02/08 04:30:41] WIFI: CONNECTED Device Number: 1

[2019/02/08 04:30:41] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 05:50:06] Battery Level : 4

[2019/02/08 08:20:32] Battery Level : 3

[2019/02/08 09:08:09] LTE Connection lost

[2019/02/08 09:08:09] LTE Connection established

[2003/10/07 00:00:33] USB Charger: Disconnected

[2003/10/07 00:00:34] Battery Level : 3

[2003/10/07 00:00:36] LTE Connection established

[2019/02/08 10:13:25] WIFI: CONNECTED Device Number: 1

[2019/02/08 10:13:25] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 10:14:13] USB Charger: Connected

[2003/10/07 00:00:29] USB Charger: Connected

[2003/10/07 00:00:29] Battery Level : 3

[2003/10/07 00:00:34] LTE Connection established

[2019/02/08 10:48:49] WIFI: CONNECTED Device Number: 1

[2019/02/08 10:48:49] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 11:19:01] Battery Level : 4

[2019/02/08 11:33:16] LTE Connection lost

[2019/02/08 11:33:16] LTE Connection established

[2019/02/08 12:36:16] Battery Level : 5

[2019/02/08 13:00:33] WIFI: CONNECTED Device Number: 2

[2019/02/08 13:00:33] WIFI: CONNECT: 00:26:f2:51:4e:4c

[2019/02/08 13:00:39] WIFI: CONNECTED Device Number: 1

[2019/02/08 13:00:39] WIFI: DISCONNECT: 00:26:f2:51:4e:4c

[2019/02/08 13:00:46] WIFI: CONNECTED Device Number: 2

[2019/02/08 13:00:46] WIFI: CONNECT: 00:26:f2:51:4e:4c

[2003/10/07 00:00:33] USB Charger: Connected

[2003/10/07 00:00:34] LTE Connection established

[2003/10/07 00:00:34] Battery Level : 5

[2003/10/07 00:00:38] USB Charger: Connected

[2003/10/07 00:00:38] Battery Level : 5

[2003/10/07 00:00:33] USB Charger: Connected

[2003/10/07 00:00:34] Battery Level : 5

[2019/02/08 13:15:51] LTE Connection established

[2003/10/07 00:00:35] LTE Connection established

[2003/10/07 00:00:35] USB Charger: Disconnected

[2003/10/07 00:00:35] Battery Level : 5

[2003/10/07 00:00:38] LTE Connection established

[2019/02/08 13:21:31] USB Charger: Disconnected

[2019/02/08 13:21:31] Battery Level : 5

[2019/02/08 13:21:55] WIFI: CONNECTED Device Number: 1

[2019/02/08 13:21:55] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 13:25:43] WIFI: CONNECTED Device Number: 2

[2019/02/08 13:25:43] WIFI: CONNECT: 00:26:f2:51:4e:4c

[2019/02/08 13:35:31] Battery Level : 4

[2019/02/08 13:38:07] USB Charger: Connected

[2019/02/08 13:47:39] USB Charger: Connected

[2019/02/08 13:47:39] Battery Level : 4

[2019/02/08 13:47:45] LTE Connection established

[2019/02/08 13:48:29] Battery Level : 5

[2019/02/08 13:48:29] WIFI: CONNECTED Device Number: 1

[2019/02/08 13:48:29] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:34] USB Charger: Connected

[2003/10/07 00:00:34] Battery Level : 5

[2019/02/08 13:49:29] LTE Connection established

[2019/02/08 13:50:18] WIFI: CONNECTED Device Number: 1

[2019/02/08 13:50:18] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 14:06:01] WIFI: CONNECTED Device Number: 2

[2019/02/08 14:06:01] WIFI: CONNECT: 00:26:f2:51:4e:4c

[2003/10/07 00:00:36] USB Charger: Connected

[2003/10/07 00:00:36] Battery Level : 5

[2003/10/07 00:00:37] LTE Connection established

[2019/02/08 14:13:19] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:13:19] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:28] USB Charger: Connected

[2003/10/07 00:00:28] Battery Level : 5

[2019/02/08 14:19:29] LTE Connection established

[2019/02/08 14:20:17] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:20:17] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 14:21:19] USB Charger: Connected

[2019/02/08 14:21:19] Battery Level : 5

[2019/02/08 14:21:22] LTE Connection established

[2019/02/08 14:22:08] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:22:08] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:36] USB Charger: Connected

[2003/10/07 00:00:36] Battery Level : 5

[2003/10/07 00:00:38] LTE Connection established

[2019/02/08 14:28:06] USB Charger: Connected

[2019/02/08 14:28:06] Battery Level : 5

[2019/02/08 14:28:20] LTE Connection established

[2019/02/08 14:29:08] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:29:08] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:34] USB Charger: Connected

[2003/10/07 00:00:34] Battery Level : 5

[2019/02/08 14:34:15] LTE Connection established

[2019/02/08 14:34:29] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:34:29] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:35] USB Charger: Disconnected

[2003/10/07 00:00:35] Battery Level : 5

[2003/10/07 00:00:35] LTE Connection established

[2019/02/08 14:37:40] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:37:40] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:27] USB Charger: Disconnected

[2003/10/07 00:00:27] Battery Level : 5

[2003/10/07 00:00:34] LTE Connection established

[2019/02/08 14:46:36] WIFI: CONNECTED Device Number: 1

[2019/02/08 14:46:36] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 14:59:43] Battery Level : 4

[2019/02/08 15:12:57] Prefence Change:

[2019/02/08 15:12:57] Turn off display: After 30 seconds

[2019/02/08 15:12:57] Auto Shutdown : Never

[2019/02/08 15:12:57] Power Indicator : ON

[2019/02/08 15:12:57] Blink Delay : 3 Sec

[2019/02/08 15:15:41] USB Charger: Disconnected

[2019/02/08 15:15:41] Battery Level : 4

[2003/10/07 00:00:36] USB Charger: Disconnected

[2003/10/07 00:00:36] Battery Level : 4

[2019/02/08 15:17:55] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:17:55] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 15:17:56] LTE Connection established

[2003/10/07 00:00:28] USB Charger: Disconnected

[2003/10/07 00:00:28] Battery Level : 4

[2019/02/08 15:27:59] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:27:59] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 15:28:14] LTE Connection established

[2003/10/07 00:00:27] USB Charger: Disconnected

[2003/10/07 00:00:27] Battery Level : 4

[2003/10/07 00:00:36] LTE Connection established

[2003/10/07 00:00:36] USB Charger: Disconnected

[2003/10/07 00:00:36] Battery Level : 4

[2003/10/07 00:00:36] LTE Connection established

[2019/02/08 15:33:45] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:33:45] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 15:35:44] USB Charger: Disconnected

[2019/02/08 15:35:44] Battery Level : 4

[2019/02/08 15:35:45] LTE Connection established

[2003/10/07 00:00:34] USB Charger: Disconnected

[2003/10/07 00:00:34] Battery Level : 4

[2003/10/07 00:00:45] LTE Connection established

[2019/02/08 15:37:40] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:37:40] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:36] LTE Connection established

[2003/10/07 00:00:36] USB Charger: Disconnected

[2003/10/07 00:00:36] Battery Level : 4

[2003/10/07 00:00:35] USB Charger: Disconnected

[2003/10/07 00:00:35] Battery Level : 4

[2003/10/07 00:00:36] LTE Connection established

[2003/10/07 00:00:27] USB Charger: Disconnected

[2003/10/07 00:00:27] Battery Level : 4

[2003/10/07 00:00:33] LTE Connection established

[2019/02/08 15:41:16] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:41:16] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:27] USB Charger: Disconnected

[2003/10/07 00:00:27] Battery Level : 4

[2003/10/07 00:00:40] LTE Connection established

[2019/02/08 15:44:02] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:44:02] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 15:45:58] USB Charger: Connected

[2019/02/08 15:47:23] USB Charger: Connected

[2019/02/08 15:47:23] Battery Level : 4

[2019/02/08 15:47:29] LTE Connection established

[2019/02/08 15:48:36] USB Charger: Disconnected

[2019/02/08 15:49:19] WIFI: CONNECTED Device Number: 1

[2019/02/08 15:49:19] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 16:24:59] Battery Level : 3

[2019/02/08 16:26:50] USB Charger: Connected

[2019/02/08 16:28:39] Battery Level : 4

[2003/10/07 00:00:32] USB Charger: Disconnected

[2003/10/07 00:00:33] Battery Level : 4

[2003/10/07 00:00:36] LTE Connection established

[2019/02/08 16:30:22] LTE Connection lost

[2003/10/07 00:00:35] USB Charger: Disconnected

[2003/10/07 00:00:35] Battery Level : 4

[2019/02/08 16:31:18] LTE Connection established

[2019/02/08 16:31:54] WIFI: CONNECTED Device Number: 1

[2019/02/08 16:31:54] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 16:33:01] USB Charger: Connected

[2003/10/07 00:00:36] LTE Connection established

[2019/02/08 16:34:51] LTE Connection lost

[2019/02/08 16:34:54] USB Charger: Connected

[2019/02/08 16:34:54] Battery Level : 2

[2003/10/07 00:00:34] USB Charger: Connected

[2003/10/07 00:00:34] Battery Level : 4

[2019/02/08 16:35:44] LTE Connection established

[2019/02/08 16:36:16] WIFI: CONNECTED Device Number: 1

[2019/02/08 16:36:16] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:29] USB Charger: Connected

[2003/10/07 00:00:29] Battery Level : 4

[2019/02/08 17:08:47] LTE Connection established

[2019/02/08 17:09:47] WIFI: CONNECTED Device Number: 1

[2019/02/08 17:09:47] WIFI: CONNECT: c0:56:27:e4:52:54

[2019/02/08 17:10:36] USB Charger: Disconnected

[2019/02/08 17:11:12] USB Charger: Connected

[2019/02/08 17:26:55] USB Charger: Connected

[2019/02/08 17:26:55] Battery Level : 4

[2019/02/08 17:27:03] LTE Connection established

[2019/02/08 17:28:03] WIFI: CONNECTED Device Number: 1

[2019/02/08 17:28:03] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:35] LTE Connection established

[2003/10/07 00:00:35] USB Charger: Connected

[2003/10/07 00:00:36] Battery Level : 4

[2003/10/07 00:00:38] USB Charger: Disconnected

[2003/10/07 00:00:38] LTE Connection established

[2003/10/07 00:00:38] Battery Level : 4

[2019/02/08 18:14:01] WIFI: CONNECTED Device Number: 1

[2019/02/08 18:14:01] WIFI: CONNECT: c0:56:27:e4:52:54

[2003/10/07 00:00:35] USB Charger: Disconnected

[2003/10/07 00:00:35] Battery Level : 4

[2003/10/07 00:00:36] LTE Connection established

[2019/02/08 18:33:13] WIFI: CONNECTED Device Number: 1

[2019/02/08 18:33:13] WIFI: CONNECT: c0:56:27:e4:52:54

Comments

John_Getzke

Every time the log says "LTE Connection lost" you disconnected from the local towers. This is likely a natural signal problem in your area with where the Jetpack is located at the time. All you can do here is move the Jetpack somewhere with better reception and see if the problem persists or not. I see this error logged a few times, so you might be seeing occasional disconnections as a result.

The logs do not confirm every time it is rebooted or power cycled. However, we do see many of the "LTE Connection established" events in the log. Considering there are not nearly as many Connection Lost events Id assume this is happening due to the device rebooting.

There is no good explanation for a new jetpack to reboot so frequently. Contact VZW and leverage the warranty support for hardware replacement options. If VZW cannot solve the problem before the end of your return window then return it and consider purchasing something else. VZW will charge you a restocking fee, but that is better than owning a device that does not function at all.

If this Jetpack is intended to run in a 24/7 connection scenario then I would highly recommend purchasing a 4G LTE router or a USB modem+router combo. These devices are much better suited for 24/7 connections that many home users are accustomed to.

chrismel9000

Thanks for the reply John, much appreciated. We have already ordered a 4G LTE router that should be here by the end of the week. The Jetpack seems to be resetting when it does the battery level check so after removing the battery and re-seating it, sometimes multiple times, it then seems to work for longer periods of time so it may be a faulty battery or battery connection problem. I think my next step will be to get a replacement battery and see if that does the trick or like you said just return it since we did order another device.

Verizon_Support

chrismel9000,

I'm sorry to read that your new Ellipsis Jetpack keeps power cycling. This is definitely not the experience we want for you to have at all. You've done a lot of troubleshooting on your own and that is greatly appreciated. I would like to make sure we figure this out for you. I've sent you a Private Message so that I can gather much-needed information to assist you further. Please respond back to me in the Private Message to continue. Thanks!

AliciaD_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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