Display offline in Venus Control Suite or Visiconn, failed modem

Potential Symptoms

  • Communication Failure in IDM on the VIP and DMP.
  • Unable to access webcam remotely.
  • Unable to get internet access when directly connected to modem.
  • Display is offline in Visiconn or Venus Control Suite, and unable to connect to the display using Venus 1500.
  • Cannot get to the modem's web configuration page even with direct connection.
  • Modem after a reboot shows only a solid green LED on the power light. Signal and Activity light do not light up.
    • May also show solid green LED on all lights, but they will not turn off or flicker.
  • When connecting a laptop to the network port on the modem getting a 169.x.x.x (indicating that DHCP is not working).

Environment

  • Product Family: Billboards, Message Displays
  • Product: DB-1000, DB-2000, DB-3000, DB-4000, DB-4100, DB-4200, DB-5000, DB-5100, DB-6000, DB-6400, AF-3500, AF-3550, AF-3700, GP3, GP4, GS6, GPR, GPC
  • Component: Sierra Wireless Modems (LS300 , GX400, GX/ES440, G/ES450 and RV50)
  • Control System:

Cause

  • Modem has failed.

Resolution

  1. Replace the modem.
  2. On the new modem, follow How to secure your Sierra Wireless modem for use with your LED display, DD3642163.

KB ID: DD3743515


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