VMware SD-WAN Edge 510-LTE Activation Troubleshooting
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VMware SD-WAN Edge 510-LTE Activation Troubleshooting

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Article ID: 321954

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Updated On: 10-23-2024

Products

VMware SD-WAN by VeloCloud

Issue/Introduction

A customer should be able to activate a VMware SD-WAN™ Edge 510-LTE solely through the Edge's LTE connection.  This article will show you how to troubleshoot the Edge 510 LTE when the activation is not successful.

If you are looking to activate it or configure an Edge 510-LTE for the first time, please consult this KB Article first.

Environment

VMware SD-WAN by VeloCloud

Resolution

Requirements: 

  • Local Web UI access is required for troubleshooting an unactivated Edge 510-LTE. If you are unable to access the Local Web UI, a factory reset is required.  
  • The WAN link must be configured as DHCP as a static configuration of WAN IP is not possible with LTE activation. Please check with the carrier that DHCP is properly set. 
  • The correct 510-LTE model must be used for the respective region where it is being activated.  There are two models:
    • 510-LTE-AE (for customers in the North America and Europe and uses the Sierra Wireless Modem EM7455).
    • 510-LTE-AP (for customers in Edge 510-LTE-AP: Covers APAC, ANZ, and Latin America and uses the Sierra Wireless Modem EM7430).
    • These models are not regionally interchangeable--i.e. an 510-LTE-AE will not be compatible with mobile carriers in the APAC region.

Troubleshooting: 

If you're having trouble activating, navigate to the Local Web UI and select the Cellular interface with the Micro SIM card inserted. 

You may see a screen similar to this on the Edge 510-LTE's Local Web UI while activating:  

  

"ISP: Not Yet Detected" Means the LTE link has not established a connection to the internet and the Edge 510-LTE cannot activate.

Please follow these steps to ensure the configuration is correct:

1. Ensure the carrier is supported for  the LTE modem.
  1. For the 510-LTE-AE (North America and Europe) please consult the Sierra Wireless Modem EM7455 page for carriers verified to work with this Edge. The current list of carriers includes: AT&T, Bell, Rogers, Sprint, T-Mobile, Telus, Verizon, Vodafone, and US Cellular.
  2. For the 510-LTE-AP (APAC, ANZ, and Latin America) please consult the Sierra Wireless Modem EM7430 page for carriers verified to work with this Edge.  The current list of carriers includes: NTT docomo, KDDI, Softbank, and Telstra. 
2. Ensure the Micro SIM card is placed into the bottom SIM slot (Cell1) for activation:  
a. Activation can occur only when using Cell 1.
b. We do not support dual sims on Edge 510-LTE
c. We only support bottom slot i.e SIM1 on 510-LTE. We do not support inserting sim in top slot or on both slots in 510-LTE

4. Verify there is cell service received for the carrier. You should see solid black bars on the local edge UI.  

  

5. Ensure that APN settings are configured correctly if required by the mobile carrier. If you are unsure, please contact your mobile carrier. 
  

  
6. If you still observe "No ISP Detected", or have no bars on the Edge 510-LTE, please check if the SIM card is recognized in a non-VMware SD-WAN device (i.e. some other device that has an LTE modem).

7. If practical, try activating a different Edge 510-LTE Edge with the same SIM card to isolate any hardware issues. 

8. If you are still unable to activate the device, please refer to this article to generate a bundle and contact VMware SD-WAN by VeloCloud Support.

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