Sierra Wireless EM7455 not connecting

[PAUHEN60]

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...).

[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?

[vzw_customer_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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[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...

[vzw_customer_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
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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]

Resetting the line was a no-go.  The Sierra Wireless Skylight app provided the insight that the broadband device configuration is failing on a firmware update upon startup.  Other forums showed some who experienced this after upgrading to Windows 10.  Manually updating the firmware fails with the primary error code 51 "Failed to switch device to BOOT&HOLD mode."  Does Lenovo need to collaborate with Sierra Wireless to provide a properly functioning firmware update package for Windows 10 (Lenovo T560; Windows 10 Pro Edition; Sierra Wireless EM7455)?  Here are the screenshots re above:

Upon Booting:

Manual Firmware Update:

[vzw_customer_support]

PAUHEN60, thank you for those screenshots. We are committed to getting your device up and running. Have you attempted to change out the sim card and try a new one? Also, have remove and reinstalled Verizon Connection manager? Katrina_VZW
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[PAUHEN60]

Hello, thank you for your questions.  I have not tried swapping out the SIM card as the device properly recognizes when the SIM is installed and when it is not.  I'm also able to interact with the SIM card as I removed the default PIN such that no PIN is required to use the device.  I did remove all the software and reinstall everything (Sierra and WWAN drivers, Verizon Connection Manager, Sierra apps, MyVerizon Mobile).  I have removed the device and uninstalled from Device Manager and re-added/renabled.  The startup attempts to configure the device and as the screenshots demonstrate, the firmware update to the Sierra Wireless card fails.  It's back at version 02.08.... and it should update to at least 02.24...  in order to work on the Verizon network.  I don't know how to get past the primary error code 51 "Failed to switch device to BOOT&HOLD mode." reported by the firmware upgrade software...

[John_Getzke]

If your firmware update is failing then chances are the modem is hosed and needs to be swapped out.  We have never been able to repair a firmware update that fails in the field.  We have always had to send it back into our hardware manufacturer to resolve the issue.

I suggest working with Lenovo or whoever your hardware contractor is on this one.  VZW is not involved with the software update process for built in modems for scenarios like this.  All of those responsibilities fall on Lenovo and Sierra Wireless to resolve for you.  Mention the firmware update failure and see if they have any tricks for you.  Share with us if you can get it working, Id be happy to try on my next one for verification too.  If not then request they repair this broken modem for you under the warranty.  Its unlikely that you will be able to resolve this problem with software alone.  Once the modem stops responding there isn't a whole lot you can do.

BOOT and HOLD mode is used for firmware updates.  Since the firmware is unable to switch the firmware to this mode it will not be able to proceed.  Perhaps the Modem is already in a Low Power Mode (LPM) or something else that is blocking it from powering up and receiving the firmware commands.  Its likely the previous attempt failed for some reason and now the modem is in a compromised state.

[vzw_customer_support]

John_Getzke, 

I think you are on the right course of action. We appreciate your assistance and advice.

PAUHEN60, thank you for your patience. I have sent you a Private Message to discuss additional details.

Jenelle_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]

John, Jennifer,

Thank you both!  I have replied to your private message Jennifer.  John shone the spotlight on the grim reaper whose arrival I feared .  I'm out of warranty by 6 months and I'm having buyers remorse after finally setting up the broadband after my anticipated need arrived.  I knew I'd need it, but I didn't anticipate that it would be an unusable component.  It's odd that it functions well enough to report back on the manufacturer, model,  firmware version, IMEI and its capabilities (to the vzw connection manager) but it cannot be placed into BOOT&HOLD mode.  The nearest Lenovo service center is not near...  I had seen something on Sierra Wireless's web site regarding AT commands - I don't know if there are any options at this level to tweak/diagnose the device?

[John_Getzke]

>  I had seen something on Sierra Wireless's web site regarding AT commands - I don't know if there are any options at this level to tweak/diagnose the device?

I built a utility to call the AT commands for users in the field when there are problems.  Much easier than walking them through launching a Putty session and typing in commands over the phone.  Still when it comes to firmware related problems the AT commands are unlikely to assist you at resolving the problem in my experience.  The AT commands will respond with certain diagnostic information that may give you some clues, but in the end the firmware update process itself is broken.

You can find the AT Command reference documentation here:

AirPrime EM74xx-MC74xx AT Command Reference

You will also need a Putty console (or another programming language) to monitor your COM ports.  Configuring putty to talk on COM ports is its own subject.  Should be plenty of guides on the subject floating around the internet.

Once you find the COM port your modem is communicating on your can monitor and submit commands to it.  This often requires you to install component that will expose the diagnostic COM ports to you though.  These COM ports will appear in Device Manager under your Ports area and your Network Adapters area as Miniports.

As you can see there is a lot of overhead and configuration to go down the AT Command road, but once its working it can be handy.  AT commands are the only way we know of that can shutdown/startup the modem as the modems have their own power and memory that persist outside of the status of the laptop.  If this is your cup of tea then go for it and see what you can learn.  If not then your time may be better spent to pursue whatever remaining options you have to swap out the modem on your laptop with a new one.

[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.