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Sierra Wireless EM7455 not connecting

Windows 10 network diagnostics reports "Enter a SIM PIN2 to unlock the mobile broadband device"; however, Verizon Connection Manager reports SIM Lock N/A. Verizon tele-sales assures that line is activated and IMEI and ICCID have been double checked. Firmware has been updated/removed/reinstalled. Status still shows: "Not connected" "No Service" APN=vzwinternet. This is on Lenovo T560. Despite obtaining/installing latest drivers, EM7455 firmware sits at SWI9X30C_02.08.02.00 (how can a flash update be forced...).

Comments

PAUHEN60

I'd like to understand if Verizon has caused broadband cards (such as the Sierra Wireless EM7455) to successfully function by affecting settings on the related line. In the same vein, can Verizon conduct a test to ensure that the line is functioning properly for broadband card use so as to rule out the line? I'm concerned that the online activation functionality (MyVerizon/My Devices/Activate SIM) claims that the SIM card (sent to me by Verizon expressly for this purpose) is not compatible for this need (I tried all options: Smartphone, Tablet, Mobile Hotspot, USB Modem). Does the Active SIM not support this scenario?

Verizon_Support

We never want to see you have an issue, Pauhen60. We don't change any settings on a line. If the device supports our network, it should use the Sim card and connect. Were you having issues using the mobile hotspot feature or using a Verizon Jetpack? Were you getting an error message when activating?

Joe_VZW
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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!!

PAUHEN60

Hello Joe, I'm not using the mobile hotspot feature nor am I using a Verizon Jetpack. I have a Sierra Wireless broadband card with a Verizon supplied SIM. The Windows 10 operating system shows this as a "Cellular" network right alongside the wireless network. The configuration includes informing Verizon on the IMEI (unique ID of laptop) and the IccID (unique ID of SIM). Upon booting, a dialogue box shows that mobile broadband is being configured and it gets to 37%, delays, then terminates with error (81). I gather that it is trying to access the cellular network during the delay, which obviously fails. I'm hoping that someone at Verizon interfaces with Sierra Wireless and that both companies would want to support those purchasing their products/services - please help...

Sierra EM7455.png

John_Getzke

The line you are referring to has become corrupted and thinks that it is SIM locked with a PIN. Have a VZW rep reset the line and then retest. They can sometimes resynch the network connection for the line for a quick fix. In other scenarios they have to remove and then re-add the line to your account.

This has happened to me before with our EM7455 modems and VZW tech support was able to resolve it for us. Use the phone or Chat support options.

Verizon_Support

Hello PAUHEN60,

Thank you John Getzke for your input. I'm more than happy to assist PAUHEN60 with this issue. I have sent a Direct Message in the Community Forums. Please reply as soon as possible so we can make sure everything is up and running.

Thanks so much,

Christina_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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