4G LTE 4510L hotspot/mifi device won't stay connected

[pikko]

I just got the device today, called the number, followed the instructions, got everything put together and turned on.  I was able to get everything to turn on and connect to my iPad, but the connection on the MiFi device itself continually switches from connected to dormant.

Sometimes, after restarting the MiFi device, it won't even connect.  It will just say connecting until I turn it off.  Anyone have any suggestions or did I get a bad device?

[danab]

I have the same problem.  Wintel on XP.  Device disconnects for no reason about every five minutes.  Had the original Mifi 2200 and after half day of troublshooting it worded non-stop.  "Upgraded" to the mifi 4g LTE and the stinkin thing drops out every five minutes.

[pikko]

It goes to "dormant" from connected about every 5 seconds.  Can't even browse a single web page.  Very upsetting.

[pikko]

...  I'm glad VZW has a nice trial/return period.  I'm going to give this thing a workout from hell this week.  I plugged it in to my PC at work to charge it for an hour or so, thinking maybe the battery just needed some juice.  Finally got it to work. 

Now it just tries to lock on to a "non-existent" LTE signal.  Maybe some network problems in my area?

[EdW_VZW · Accepted solution]

Hi Pikko,

I am glad that you were able to get the 4G LTE 4501L device working again. As far as being locked in a non-existent LTE signal, the device would try to out onto the network to establish a connection depending on your coverage area. Here is a helpful link that can be accessed to see if the area where you are located in using the  4G LTE 4501L device has 4G coverage or extended coverage. The link is: http://www.verizonwireless.com/b2c/CoverageLocatorController?requesttype=NEWREQUEST. Please fill in the location areas, select 4G on the radio button and then the red box search. If the coverage area is on a boarder line of 4G coverage and/or extended 4G coverage, that maybe why the device is in the a non-existent LTE signal state in trying to connect.

[deloswilbur]

EDw_VZW are you kidding?  You say you are glad he got his problem fixed now that it's only going dormant 3-4 times a day?  Why don't you guys actually fix the dormant problem that appears to have been around now for years but is getting worse with 4G(LTE)?

[ClarDold]

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deloswilbur wrote:

EDw_VZW are you kidding?  You say you are glad he got his problem fixed now that it's only going dormant 3-4 times a day?  Why don't you guys actually fix the dormant problem that appears to have been around now for years but is getting worse with 4G(LTE)?

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I love the way he marked his reply as the solution to this problem.

I entered the thread, clicked "This problem is solved, go to solution".

I have "unsolved" several of my threads in this forum.

They must get brownie points for solving things.

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Clarence

[revera]

I'm having problems with this device going dormant too quickly and frequently. I use it not only for internet access but also as router for my home network so this dormancy issue is interfering with printer and file sharing tasks.

Anyone know how to fix this?

[revera]

I agree with deloswilbur. A solution is not a "partial solution". I would like to know how to prevent the device from going dormant at all since I use my device for my home network as a router.

[revera]

Here is an entry from the system log, demonstrating how often this device goes dormant. Any suggestions?

06/11/11 02:56:38pm> HDR/EvDO Out of Dormant State

System Log> HTML Version 25.
06/11/11 03:18:55pm> Current Time
06/11/11 03:18:28pm> HDR/EvDO in Dormant State
06/11/11 03:18:15pm> HDR/EvDO Out of Dormant State
06/11/11 03:18:06pm> HDR/EvDO in Dormant State
06/11/11 03:17:59pm> HDR/EvDO Out of Dormant State
06/11/11 03:17:27pm> HDR/EvDO in Dormant State
06/11/11 03:17:14pm> HDR/EvDO Out of Dormant State
06/11/11 03:17:07pm> HDR/EvDO in Dormant State
06/11/11 03:17:00pm> HDR/EvDO Out of Dormant State
06/11/11 03:16:39pm> HDR/EvDO in Dormant State
06/11/11 03:16:31pm> HDR/EvDO Out of Dormant State
06/11/11 03:16:21pm> HDR/EvDO in Dormant State
06/11/11 03:16:14pm> HDR/EvDO Out of Dormant State
06/11/11 03:16:07pm> HDR/EvDO in Dormant State
06/11/11 03:15:59pm> HDR/EvDO Out of Dormant State
06/11/11 03:15:50pm> HDR/EvDO in Dormant State
06/11/11 03:15:42pm> HDR/EvDO Out of Dormant State
06/11/11 03:15:34pm> HDR/EvDO in Dormant State
06/11/11 03:14:58pm> HDR/EvDO Out of Dormant State
06/11/11 03:14:54pm> HDR/EvDO in Dormant State
06/11/11 03:14:46pm> HDR/EvDO Out of Dormant State
06/11/11 03:14:44pm> HDR/EvDO in Dormant State
06/11/11 03:14:33pm> HDR/EvDO Out of Dormant State
06/11/11 03:14:27pm> HDR/EvDO in Dormant State
06/11/11 03:14:19pm> HDR/EvDO Out of Dormant State
06/11/11 03:14:15pm> HDR/EvDO in Dormant State
06/11/11 03:14:06pm> HDR/EvDO Out of Dormant State
06/11/11 03:14:04pm> HDR/EvDO in Dormant State
06/11/11 03:13:57pm> HDR/EvDO Out of Dormant State
06/11/11 03:13:51pm> HDR/EvDO in Dormant State
06/11/11 03:13:27pm> HDR/EvDO Out of Dormant State
06/11/11 03:13:24pm> HDR/EvDO in Dormant State
06/11/11 03:13:09pm> HDR/EvDO Out of Dormant State
06/11/11 03:13:01pm> HDR/EvDO in Dormant State
06/11/11 03:12:54pm> HDR/EvDO Out of Dormant State
06/11/11 03:12:49pm> HDR/EvDO in Dormant State
06/11/11 03:12:29pm> HDR/EvDO Out of Dormant State
06/11/11 03:12:25pm> HDR/EvDO in Dormant State
06/11/11 03:12:06pm> HDR/EvDO Out of Dormant State
06/11/11 03:12:04pm> HDR/EvDO in Dormant State
06/11/11 03:11:52pm> HDR/EvDO Out of Dormant State
06/11/11 03:11:49pm> HDR/EvDO in Dormant State
06/11/11 03:11:27pm> HDR/EvDO Out of Dormant State
06/11/11 03:11:26pm> HDR/EvDO in Dormant State
06/11/11 03:11:08pm> HDR/EvDO Out of Dormant State
06/11/11 03:11:02pm> HDR/EvDO in Dormant State
06/11/11 03:10:55pm> HDR/EvDO Out of Dormant State
06/11/11 03:10:51pm> HDR/EvDO in Dormant State
06/11/11 03:10:42pm> HDR/EvDO Out of Dormant State
06/11/11 03:10:40pm> HDR/EvDO in Dormant State
06/11/11 03:10:31pm> HDR/EvDO Out of Dormant State
06/11/11 03:10:25pm> HDR/EvDO in Dormant State
06/11/11 03:10:16pm> HDR/EvDO Out of Dormant State
06/11/11 03:10:07pm> HDR/EvDO in Dormant State
06/11/11 03:09:48pm> HDR/EvDO Out of Dormant State
06/11/11 03:09:45pm> HDR/EvDO in Dormant State
06/11/11 03:09:36pm> HDR/EvDO Out of Dormant State
06/11/11 03:09:35pm> HDR/EvDO in Dormant State
06/11/11 03:09:13pm> HDR/EvDO Out of Dormant State
06/11/11 03:09:09pm> HDR/EvDO in Dormant State
06/11/11 03:06:28pm> HDR/EvDO Out of Dormant State
06/11/11 03:06:23pm> HDR/EvDO in Dormant State
06/11/11 03:06:09pm> HDR/EvDO Out of Dormant State
06/11/11 03:06:02pm> HDR/EvDO in Dormant State
06/11/11 03:05:43pm> HDR/EvDO Out of Dormant State
06/11/11 03:05:39pm> HDR/EvDO in Dormant State
06/11/11 03:05:32pm> HDR/EvDO Out of Dormant State
06/11/11 03:05:26pm> HDR/EvDO in Dormant State
06/11/11 03:04:28pm> HDR/EvDO Out of Dormant State
06/11/11 03:04:19pm> HDR/EvDO in Dormant State
06/11/11 03:04:09pm> HDR/EvDO Out of Dormant State
06/11/11 03:04:06pm> HDR/EvDO in Dormant State
06/11/11 03:03:33pm> HDR/EvDO Out of Dormant State
06/11/11 03:03:29pm> HDR/EvDO in Dormant State
06/11/11 03:03:14pm> HDR/EvDO Out of Dormant State
06/11/11 03:03:13pm> HDR/EvDO in Dormant State
06/11/11 03:02:45pm> HDR/EvDO Out of Dormant State
06/11/11 03:02:35pm> HDR/EvDO in Dormant State
06/11/11 03:02:21pm> HDR/EvDO Out of Dormant State
06/11/11 03:02:18pm> HDR/EvDO in Dormant State
06/11/11 03:02:11pm> HDR/EvDO Out of Dormant State
06/11/11 03:02:10pm> HDR/EvDO in Dormant State
06/11/11 03:01:48pm> HDR/EvDO Out of Dormant State
06/11/11 03:01:41pm> HDR/EvDO in Dormant State
06/11/11 03:00:46pm> HDR/EvDO Out of Dormant State
06/11/11 03:00:27pm> HDR/EvDO in Dormant State
06/11/11 03:00:03pm> HDR/EvDO Out of Dormant State
06/11/11 02:59:46pm> HDR/EvDO in Dormant State
06/11/11 02:59:37pm> HDR/EvDO Out of Dormant State
06/11/11 02:59:35pm> HDR/EvDO in Dormant State
06/11/11 02:59:27pm> HDR/EvDO Out of Dormant State
06/11/11 02:59:22pm> HDR/EvDO in Dormant State
06/11/11 02:59:11pm> HDR/EvDO Out of Dormant State
06/11/11 02:58:59pm> HDR/EvDO in Dormant State
06/11/11 02:58:45pm> HDR/EvDO Out of Dormant State
06/11/11 02:58:44pm> HDR/EvDO in Dormant State
06/11/11 02:57:25pm> HDR/EvDO Out of Dormant State
06/11/11 02:57:18pm> HDR/EvDO in Dormant State
06/11/11 02:57:11pm> HDR/EvDO Out of Dormant State
06/11/11 02:56:55pm> HDR/EvDO in Dormant State

[wodell]

I concur that the posted 'solution' is not a solution to the problem posed in the starting thread.  The problem is the device frequently looses connection while the verizon rep's response addressed getting lost in 4G coverage limbo.  The 4510L device still does not function anywhere near adequately nor nearly as well as advertised.  Like the hundreds of other users, my 4510L looses connection to the world in anywhere from 1-15 minute intervals.  I am in a decidedly 3G area and not driving around with my device, so the connection problem is not related to a 3G-4G transition (a separate critical flaw).  I get solid 4-bar signal strength on the device connecting to the outside world, so not building interference or solar flare issue.  My laptop computer is a macbook pro and is 12 feet from the 4510L, getting a steady 4 bars to the 4510L, so it is not a lost connection on the user side nor a windows problem.  I am not using VPN nor any program besides firefox, so not an software issue on my end.  All indications point to the issue being that the software on the device is executed poorly and I am extremely disappointed and frustrated with verizon/novatel for not resolving this issue more rapidly, for not honestly addressing this flaw in the support threads (i.e. posting a solution to a separate problem and calling this issue solved), for enforcing only a 14-day return policy for a device that is critically flawed, and for not at minimum posting an expected date for when the needed firmware update might become available.  My 'solution' is to perform a soft-reset of the device by logging in to it from my laptop, hitting the disconnect button (when it says it is connected, it isn't), and then hitting the (new) connect button.  This usually works without need for a hard reset of the divce, which takes considerably longer.

[WarpNine]

I feel and agree with your frustration. I am having the same issue and am quickly getting very frustrated with this thing. I sure hope they blast out a firmware update for this thing before the two-week grace period runs out because if it's still doing this next wednesday (6/22)... THEY CAN HAVE IT BACK!!! (Using all caps hoping someone from Verizon will notice, or actually 'care')

[John_Getzke]

I too have noticed the HDR/EvDO Out of Dormant State event in my diagnostics screen.  I wonder if the device is purposefully doing this by design to refresh its connection when no traffic is detected (perhaps a part of the power saving feature?).  It would be great if we could get some confirmation on what this message is supposed to mean or what the device is doing when it is dormant.

One thing that I have noticed is that the device goes in and out of dormancy much more consistently when I do casual browsing or check emails.  When I try to stream content such as a radio station or a TV station the device appears to be content.  It will not go dormant again until the stream stops.  Perhaps this is because there is a constant flow of data so the device does not need to check its connection?

I havent been able to conclude that the Dormant State message has anything to do with sluggish service yet.  Although it does appear to perform better when its not going in and out of the Dormant state from my point of view.

[John_Getzke]

It seems I spoke too soon.

B1 from this thread has an answer for me:

http://community.vzw.com/t5/Broadband-Netbook-MiFi-Devices/Field-test-Analysis/td-p/79525

"Dormant state = When a data device is idle, it goes dormant. The logical connection is still up, but no data is moving. When you request data or data is being sent to the device, the connection is instantly established. This saves time as opposed to tearing down the connection when idle then re-establishing it from scratch again."

So it would appear that the device is doing this by design.  It doesnt appear that the Dormant State status is a good indicator as to the overall performance of the device.

[#15]

I understand your frustration over this issue with the device going dormant and frequently disconnecting. We have escalated this issue to our product team and are working with the manufacturer to get this issue resolved. 

[John_Getzke]

Thanks Marquia,

I think the community needs some resolution for these kinds of issues.

Are there any documented troubleshooting steps that we can use to help us determine if our MiFi 4510's are defective or not?  If there was anything that we could do as consumers to help Verizon/Novatel identify when a device is defective or not then please let us know. 

I think part of the issue is that we can only see the problem from our point of view right now.  The device either "works" or it does not "work".  We could use some help with confirming when a device is defective, behaving as it is intended to or (in this case) there is a lapse in functionality that needs to be addressed by firmware updates/product recalls.

[WarpNine]

John,

Very well said. I'm with you 100%. It's very frustrating not know if it's the device, if it's the service, if it's firmware, if a tower is defective, if the wind is blowing in the wrong direction... . Once I signed the contract, it feels like I've been locked in a totally dark room and told to find the door on the otherwise of the room. And every 5 to 10 minutes, I get kicked in the 'family-jewels'! Turn on lights Verizon! I'd be happy if I could 'see' the door on the otherwise of the room, and have a chance to protect my 'valuables' at the same time...

Keep posting people! Don't want them to forget we care?

[pchelper]

I had the same problem till I reset the device with a paper clip. Now it just goes dormant two or three times a day so I connect to http://192.168.1.1/ then use the password admin. The pull down diagonostics from the menu allows tou to recycle the device from you pc. Then you have to right  click on the  netywork icon on the far lower right of your screen and click on  troubleshoot. This sets thing back to normal. 

[ilocano]

I found the solution to connection dropping problem after 1 week of research and trial/errors. Step 1: Call verizon support at 866-221-4096. Step 2: Press 6 for MIFI device. Step 3: They will ask you to remove SIM card, wait 10 seconds, then put it back in. After doing this, it never dropped again. The tech person said by removing the SIM, it resets the cell towers it's connected to. He even called me 15 minutes later to make sure. He did say that he did something on his side too so not sure if calling is required. I hope this helps some of you.

[WarpNine]

Sound like good news! I hope that is the solution. I did the 'SIM-dance' you described just to see if it works. If not, I'm going to call up support tomorrow and go through it with a tech.

Thanks for the post! (post again tomorrow and give us an update)

[lfirwin]

I called VZW Tech support today, and they basically had me do the same thing.  Crossing my fingers that it works.

Couple things to note:

1. Prior to calling tech support, I was monitoring the diagnostic logs.  I noted that the time stamp on teh log entries was way off what the current date and time was.  After the call, the date and time stamps on the logs are now correct.
2. The tech had me take the battery out while the power was on.  I noticed that the e-ink display still showed the battery and signal strengths as well as how many people were connected.  These were static, but odd that the display was showing anythign with the battery out.
3. After the call, the modem is still going into dormant state, but when accessing the internet now, the modem comes out of dormant state without any manual intervention.

Don't know if those observations help at all, but I thought I'd share what I found while troubleshooting with the tech support person.  She did do something on her end, and I'm not entirely sure what she did.  It seems to be working fine right now.  We'll see if it remains in the current satisfactory condition.

I'll report back tomorrow, and then the next day.

I use this connection for work and it's the only practical solution for internet connectivity in my area so I'm pretty reliant on a consistent, reliable connection.

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