Cell Network and Modem Connection Issues

In order to remotely connect with your controller (1000, 3200, Substation, etc.) to the Internet and take advantage of BaseManager, the controller must have a stable network connection. Our controllers use modem and cloud network modules to wirelessly connect the device. Modem and modules sends and receives data over a wireless carrier’s network.

When you choose a modem communication package from Baseline, we provide the modem hardware, the antenna, the SIM card from the wireless carrier, and firmware that activates the connection from your controller.

When the controller and cell modem are ordered together, the cell modem is already installed in the enclosure, but when the cell modem is ordered after the controller is in service, you will need to complete the installation.

The Problem: Occasionally a Baseline controller cannot connect or maintain a stable network connection. If you have an active subscription, then there could be a hardware issue with the cell network modem or module.

2. Validate the Cloud Network Module firmware is up to date Sometime an older firmware version can cause modem connection issues. Check to see what Firmware version the controller is on. Be sure to check Cloud Network Module Firmware compatibility (see note). Use Firmware Version Reference and Download to update Firmware. It is good practice to keep devices on the latest versions of hardware.

• Note: Network Modules are available in Wi-Fi and Cell Modem options. They cannot be used as both and are not interchangeable. Wi-Fi and cellular modems have their own firmware that can be updated.

3. Power Cycle As with any issue, power cycling is always a noninvasive first step to take. To power cycle the controller and Modem, disconnect them from the power source. 

4. Check the LEDs. 

• Cloud Network Module LED has one located right below the word “Status” (see images bottom of article)
  • LED flashing Red = not connected
  • LED flashing Green = connected to cell network
  • If the Cloud Network Module LED is not on, use a miliamp reader to confirm it is not a power cable issue.
• Modem LEDs
  • If the Modem LEDs are not on, again use the miliamp reader to confirm it is not a power cable issue.

• If all 3 LED are green and the controller is stuck or unable to connect to BaseManager, the issue may be Modem Connection Failure after Installation/Upgrade
• If System or WAN State LED are Red or off - Proceed troubleshooting the physical hardware components and their connections. 
  • Ensure that the cables are plugged in and seated correctly. It's worth unplugging and inspecting the connections integrity. Is there corrosion or similar damage on any of the connections? Check the coaxial cable connection is correct. 4G LTE antennas (larger, left) use different cable connections than 3G ones (smaller, right).

4. Check Controller's Cell Status. This information will help identify the root cause. 

• If the controller is online, this info is viewable through the live view feature (must have active subscription). 
  • Ethernet Setup > Cell Status
  • If the Communication Setup menu does not contain "cell status": either the modem does not have the necessary chip, or it is not on the comm type: ethernet. 
    • + Comm type should be set to CN Cell if using a Cloud Network Module
    • + Comm type should be set to Ethernet if using the display's ethernet port.

• Signal Quality will show 1-10 with 
  • 1 being the worst in Cloud Gate Nans and Micros.
  • 10 being the worst in 1st-gen Cloud Gate or for Cloud Network Module Cell Modem 
• 
• If it is offline, you will need to go to the controller to check the Cell Status
  • (3200) in FW 17.0+ Network > Communication Setup > Cell Status 
  • (1000) System Setup > Network Setup > Communication Setup > Cell modem info 
  • (Substation) Setup > Network > Communication Setup > Cell Status 
  • (FlowStation) System Setup > Network > Communication Setup > Cell status

Ex: 1000 Network settings

Before Calling in 

1. Identify Gateway Modem being used 

Gather the Modems model number, serial number, and sim number (on the sticker on them). This information will be necessary if you have to call Support or need a replacement. 

1.1 Check the modem is in an open and unobstructed area.

• Where is the modem located? Could there be signal interference factors, such as being inside a metal enclosure.
• Does the site have a known connection issue, and you're using some signal strength peripherals like an antenna? 

Modem Types

Nanos can connect 1 controller to a network and Micros can connect up to 2 controllers.

CloudGate Nano CM0126

• Not Available for RMA - See Cloud network module below instead
• Baseline LTE-M Modem (Uses CAT M1 wireless technology). Can connect only 1 controller to its internet source.

• Replacement SKU = BL-CM4G-GW-AT (Or VZ) 
• Baseline LTE Gateway Modem (Cloud Gate Micro). Can connect multiple controllers to the internet source.
• This modem is also an alternate modem that can be used in areas where CAT M1 wireless connectivity is not available.

 

 

2. Identify Cloud Network Modules:

Network Modules are ordered either as Cell or Wi-Fi only. Baseline manufactures these using Telit's modem chip.  

• Wi-Fi Version - pictured is the cell modem/Wi-Fi combo: 

(Cell Modem Version) Note that pedestal and X cabinet are the same exact fit.

• CELL MODEM ONLY VERSION:

• BL-CLOUD-LTE-VZ(or AT)-X(or P) includes antenna cable adaptor, so it fits all current set ups
• BL-CLOUD-WFE-X(or P) (wi-fi version) will include what is needed to adapt antenna cables.
  • BL-CLOUD-WFE-CBL Replacement power cable for cloud wi-fi version
• BL-CLOUD-R-LTE-AT(or VZ) will replace only the Telit modem chip on the unit.
  • BL-CLOUD-LTE-PWR-CBL Replacement power cable for Cloud LTE cellular version
  • Note: Like the CG Nano, these modules allow for only 1 controller to connect to its internet source. See the Gateway modem above.

Temporary Workaround: 

When a SubStation or the 3200 that manages a SubStation is offline, that means the zones and devices connected to the SubStation hardware will not operate or irrigate. Since this can be an urgent issue, a temporary work around is to use a spare 3200 panel (face plate) at the SubStation to irrigate it's connected zones until the offline issue is resolved. 

This requires removing the current substation panel, installing the spare 3200 panel, and programming the existing stations and hardware manually at the controller on the 3200 display.  

• Note: 3G Expiration. Confirm the modem is not using 3G technology (AT&T 3G Sunset after Feb. 2022). They will need to upgrade via this process.

If it is a Signal Issue On the Entire Site 

We will recommend purchasing a signal amplifier, namely a specific outdoor antenna, or changing carriers to fix the connection issues. Sites will have different communication bands present, so there is no ‘one fit all’ antenna. The recommended antenna will depend on the results form a network scanner used to survey the site (we use our Cellular Test Kit) Before purchasing any unproven accessory equipment, contact your Baseline Sales Rep or call your local distributor to acquire the network scanner. They may even be able to survey the site for you. 

Installation Resources

For Ethernet Setup, use Communication Type: Ethernet 

Cloud Network Module Guide: Cloud Network Module Installation & Configuration Guide 

BaseStation 1000 Modem installation and set up video

BaseStation 3200 Modem install and set up video

BaseStation 3200 Gateway modem install and set up video