Jetpack needs to be reset constantly

[kd7155]

I have a MHS900L jetpack. It's been working fine for the last couple months, but for the last several days I need to reset it constantly. It'll work time for ~30 minutes and then stop streaming and need to be reset. There  been no time since it started that it had pasted longer than the ~30 minutes. Does anyone have any suggestions?

[vzw_customer_support]

We understand your concern to have a fully working device. We want to help you resolve this. Are any other devices having issues? What kind of device is it connecting to this jetpack? Is this happening everywhere you go, or only in this location? Have you tried a factory reset on this device?

JavierMD_VZW
Follow us on TWITTER @VZWSupport
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[kd7155]

To other Verizon devices are having issues.

My TV, phones, and occasionally my laptop are connected. Jetpack has only ever been in one location, has 3-4 bars of 4G constantly, but will disconnect when after 30 minutes when streaming. Works great for another 30min, then reset and repeat and repeat.

The first 2 months I had no problems with it disconnecting ever.

Yes, I have tried a factory reset and it didn't make a difference with the problem.

And I have the Unlimited prepaid plan.

[vzw_customer_support]

Having your jetpack work is essential, kd7155. Let's dig into this further. You've indicated that you have a TV, cell phones, and a laptop connecting to the jetpack. Are the cell phones also on your prepaid account, and if so, do they run into similar data connectivity issues when streaming from them when not connected to the jetpack? What is the operating system on those devices?

LynnE_VZW
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[kd7155]

There is one cell phone on a prepaid 3GB plan. It does not have any problems with streaming like the jetpack does.

Would the jetpack's streaming be interpreted by Verizon due to data usage amounts even tho it's on the Unlimited plan?

[kd7155]

No* other Verizon devices are having issues.

[John_Getzke]

what do the logs on the jetpack say when the internet stops flowing?

Try to copy and paste the log files from the Jetpack before you reboot it.  Lets see what the Jetpack is saying.

[JohnGalt2]

Verizon Support:  I am having the EXACT same issue.  This sounds like something that happened on your side like an update to the device.  Please research and let us know.

[vzw_customer_support]

JohnGalt2, keeping you connected is our main priority. To ensure we are aligned, we do have a couple of questions. First, when did the issue with your jetpack begin? Also, has anything changed with your device? Do you experience issues with the jetpack when connecting it to a specific device or with all devices? 

JaimeG_VZW
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[JohnGalt2]

Hi: This started about one week ago, January 27th. Nothing has changed with the device. When it locks up, no devices can get on the internet. It just occurred before I replied to this email and I had to reboot the device.

Has anything changed with this line of devices in the last week? Did verizon issue a patch or update to all the devices? Why would multiple people have the same issue with this device ?

Thank you,

2019/01/31 18:28:48] Request : Log enable change to Enabled

USB Charger: Connected

Battery Level : 0

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECT: f8:04:2e:00:94:9b

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

LTE Connection lost

USB Charger: Disconnected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECTED Device Number: 2

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

USB Charger: Disconnected

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 88:de:a9:39:88:ad

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

USB Charger: Disconnected

USB Charger: Connected

LTE Connection lost

LTE Connection established

USB Charger: Connected

Battery Level : 6

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: b8:8a:60:a5:37:e1

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: b8:8a:60:a5:37:e1

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 2

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 2

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

[SusanEcho]

Susan [removed]

Has anyone received a solution to this? This is driving me crazy. I use

internet for work and this IS my internet. Up until January 17, mine worked

fine. Since then, I've restarted and rebooted hundreds of times.

Content modified as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

Thank you for the details and the log details. Were these logs directly retrieved from the Jetpack? When you find yourself having to restart the device, is it because it lost signal or because devices keep disconnecting from it?

AbrahamS_VZW
Follow us on TWITTER @VZWSupport
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[SusanEcho]

It keeps disconnecting. It's almost as though it crashes. I have to turn it

of and turn it back on and reconnect. Has been doing it since 1/17/2019.

Prior to that I had no problems. Sometimes I have to turn it off and

reconnect in as little as 30 minutes. Other times I get an hour to three

hours. I've noticed it does it anytime I am streaming anything. Some sites

I can be on for hours before it disconnects. BUT most of the time, I'm

lucky to get an hour.

Susan [removed]

Personal information removed as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

SusanEcho, thank you so much for providing me with these details. Being able to stay connected for longer than 30 minutes is essential. I use my Jetpack every day. There is a setting that I would like for you to check for me. This would be 'Automatic shutdown.' Please follow the steps on this link to see what this is set to http://spr.ly/6582ERsus. Please keep us posted.

KevinR_VZW
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[JohnGalt2]

Yes, the logs were retrieved from the Jetpack admin page.   Reset is needed because lost signal, not because devices keep connecting from it.  Devices still show as connected to the hotspot, just no internet connectivity.

I re-iterate, that since this is occuring with more and more people, and started about the same time, can Verizon Support please research if there was any change to the device in Mid-January such as a patch or software update.

Thanks,

[JohnGalt2]

Hi Verizon Support:

These 3 log entries are present right before my device locks up:

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

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

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

These same 3 log  entries appear many times in my log.  Unsure if they correspond exactly to the lockups, but can you explain why I see these same log entries, and why the date is 2003 (16 years ago).  

[SusanEcho]

My Jetpack has the very same issues. Are we going to get a resolution?

Susan [removed]

Content modified as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

That's just the normal process on the device, and the date is just the default registration date. The device is working as expected. Are you having any issues? 

AaronS_VZW
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[JohnGalt2]

Aaron:

Please escalate this to Tier 2 support.   Your reply of "The device is working as expected. Are you having any issues? "  makes me think you haven't read any of the several emails / comments I've made.  I will explain it again in very clear simple plain English.

Myself and several other people have had this problem that started the same time in mid January.   Nothing has changed on our devices.  Our devices have worked fine for several months but all of a sudden in mid January they needed rebooting several times per day.  (Up to 30 times per day)

I've asked Verizon support several times in these chats if there have been any updates to the devices that may have caused this issue without a satisfactory reply.

[vzw_customer_support]

Thank you for bringing this to our attention. Please follow these steps tocheck for a firmware update: https://www.verizonwireless.com/support/knowledge-base-209865/ .

MatthewG_VZW
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[SusanEcho]

I am having this exact same issue. I have done everything in troubleshooting and it STILL does it. Just started about mid January. I have unlimited plan. Becoming very annoying and disruptive. Please help