Forticlient WWAN Issues

[jwr5184]

Hello,

I am currently attempting a deployment for new Windows 11 PCs; these machines are equipped with Sierra Wireless EM7511 WWAN cards / modems using AT&T physical SIMs. Our deployment requires a split tunnel, using both Netmotion NetMobility Client and Forticlient VPN simultaneously.

Over the past weeks we have had nothing but issues, both Windows 11 and Windows 10 based machines (same physical hardware) BSOD / BugCheck a short time after connecting via FortiClient. Initially we were concerned that this could be a Sierra Wireless issue, so as a temporary solution we tested USB modems. These modems perform well until the machines are connected to Forticlient; Once connected within 30s - 5 minutes the USB modem will restart / disconnect albeit no BSOD. This behavior is repeatable and occurs only when Forticlient is connected regardless if NetMobility is connected or disabled. It appears that for some reason when Forticlient is active it causes modems, whether USB or internal, to restart and/or panic.

Forticlient Version: 7.4.1658

Panasonic FZ-55 Mk3

Sierra Wireless EM7511 OR Netgear 340U

Any help or suggestions are appreciated. 

[AEK]

Hello Jwr

Try search for anything relevant in FortiClient logs and in Windows events. Some relevant logs that happens at the same time the modem restarts.

[jwr5184]

Thanks for the feedback. 

I troubleshot the device last night and found some more strange behavior. The device in question refuses to update to the latest generic firmware, even after double flashes the best I could get it was to an earlier release for PRI / firmware. 

I did want to get everyone’s feedback on the attached screenshot. This is from the Windows 10 machine - my biggest concern is the rest counter with a total of 4,194,308 resets and counting. 

I have somewhat stabilized the device using <

At!usbcomp=1,3,1009> then uninstalling any / all drivers.  Although I have lost my COM ports (assuming a composition change) the device has not bugchecked since and has been running relatively stable (one network connectivity freeze.) 

interestingly when I attempted different external USB modems - I have the same behavior from the ATT 840u, which I believe is also a Sierra chipset, but no issues with an inseego usb800. 

I am also able to get my GNSS data back via ublox generic drivers. 

 

[jwr5184 · Accepted solution]

For anyone else who may be experiencing this issue, I have found a solution:

• Uninstall Panasonic Sierra Wireless Drivers
• Restart Machine
• Install Sierra Wireless Windows Generic Drivers for EM/MC Series Modules (Build 5087)
• Restart Machine
• Download Generic Firmware SWI9X50C_01.14.02.00 / PRI 002.035_003 (EXE)
• Run the 01.14.02.00 Firmware executable as Administrator (Firmware downgrade)
  • Prevents known error where the modem will fail to exit low power mode
• Upon completion of the firmware downgrade repeat the process again
• Download Generic Firmware SWI9X50C_01.14.13.00 / 002.048_000 (EXE)
• Run the 01.14.13.00 Firmware executable as Administrator (Firmware upgrade)
  • Prevents known error where the modem will fail to exit low power mode
• Upon completion of the firmware upgrade repeat the process again
• Restart machine
• Download application for SSH / Terminal COM access (Putty, TerraTerm, ect)
• Select COM port associated with Sierra Wireless Modem (not DM or NMEA port)
• Upon connecting ensure echo is enabled if necessary
• Send modem commands to force USB / MBIM Composition:
• AT!entercnd=”A710”
• AT!usbcomp=1,3,1009
• AT!reset
• Restart Machine