Network reset does not fix connectivity issue.

Step 1 

Request customer performs factory reset plus network reset. Check data usage to ensure they have not exceeded their limit. Check for possible location issues. The last known coordinates could indicate poor cellular location. Ensure no cellular inactive icon or SIM warnings are displayed on the unit.

Step 2

If the unit does not come back online, it may have a hardware issue. For example, arrows continue to rotate or the unit is stuck on the check mark. Ensure the customer is in a cellular-accessible location. Ensure that Raven is set to the correct customer to allow provisioning under the account.

Step 3

(Applicable to agreed upon support deal with reseller.)

RMA unit if arrows will not stop rotating. Contact L3 to double check unit is registered correctly. If the unit is set correctly to user and after two factory/ network reset combinations the unit stays on the check mark, RMA unit.

Support Tool

Determine Data Usage: Raven->Side Panel->Databins (last icon)

Log into Twilio or applicable carrier admin console.

Determine Reception Quality: Raven->Side Panel->Sensors (first icon) select Cell RSSI and time range

Raven Dev Ops

Hardware engineers will determine if manufacturing issue or user damage.