How to Troubleshoot an LTE Dongle Connection

How to troubleshoot the status of a dongle.

• Check if the LTE dongle is properly connected, fully plugged into the USB port of the cable connected to the MirrorEye DVR.  Ensure the cable is not damaged, bundled and secured to tightly with a zip tie, and has secure connection to the DVR. 
  1. Blinking Green or Blue Light, then it is properly transmitting data on the G3 or G4 network respectively. **SEE STATUS TABLE BELOW
  2. If RED led is present, disconnect the dongle and remove back cover, inspect the inserted SIM card and verify it is fully seated in the SIM tray, replaced cover. 
  3. Reconnect the Dongle and turn the truck ignition on, does the Dongle connect to the cellular network?  Blue or Green LED?  If RED led is still present, is the truck in open air space with good cellular coverage?  ** May need to move the truck out of truck bay space ** 
  4. If the dongle is replaced, Take a picture of the device ID label for work order documentation
  5. Log onto my.stoneridge.app (MSA Portal) and navigate to a work center or technician workspace page, search asset and perform inventory swap using the Swap icon
  6. If location does not have a technician workspace, open service ticket with Stoneridge for inventory management.  Please provide photo of the dongle for documentation and reason for replacement.  
• Ensure the truck is in a good cellular connection area, some building structures can block or reduce cellular connections.   
• If the dongle has a Blue or Green LED light and video still does not upload to the watch video service (video portal), Open a ticket with Stoneridge have the Dongle IMEI and SIM numbers available to validate that it is registered on AT&T network

Warranty tag the removed device as Stoneridge may request to be returned for lab analysis. 

Rel: xx/xx    Rev: 10/4/2024