Troubleshooting Tip: FortiGate 40F 3G/4G WWAN registers the SIM card with error 'Modem activation fails!'

Description

This article describes the troubleshooting steps for a FortiGate 40F 3G/4G WWAN interface that fails to obtain an IP address. The FortiGate is able to detect the SIM card, but throws the error 'Modem activation fails!'.

Scope

FortiGate.

Solution

To verify if the 3G/4G SIM card can be detected, run the following command:

diagnose system lte-modem sim-info
Active Slot: Slot 1.
SIM state: QMI_UIM_CARD_STATE_PRESENT 

The log shown above indicates that the SIM was detected.

For additional modem and SIM card information:

diagnose system lte-modem modem-details
diagnose system lte-modem data-session-info 

To debug the daemon:

diagnose debug application lted -1
diagnose debug enable
sierra_qmi_wwan_get_sim_slot(864)-201: Current active slot: slot 1!

UIM State ==> QMI_UIM_CARD_STATE_PRESENT

usbqmi_wwan_active_modem(702)-231: Modem PS state is QMI_NAS_ATTACH_STATE_DETACHED, do not dial! 

update_modem_status(584)-231: Packet Service Detached! No Connection with e-NodeB. Check signal reception

update_modem_status(589)-231: modem_offline_time: 3813 Current Jiffies: 32618

update_modem_status(666)-231: Modem activation fails!

To disable the debugging:

diagnose debug disable
diagnose debug reset

Notes:

• Make sure the SIM card is properly inserted and the APN settings are correctly configured on the FortiGate.

• Try rebooting the FortiGate to see if it resolves the issue.

• If the issue persists, try changing the SIM slot to rule out any issues with the slot itself.

• Upgrade the FortiGate firmware to the latest version to ensure any known issues are resolved. (This is optional, but it will be requested by TAC.)

• If the antenna is connected and there is a signal in the area, the error 'Packet Service Detached! No Connection with e-NodeB. Check signal reception' may indicate a hardware issue. This can be tested by using another FortiGate device.