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FAQ - Frequently Asked Questions

  1. Cellular - Display the operators visible around my equipment
  2. Cellular - How can I optimize the received level of my product?
  3. Cellular - Control of attachment to cellular network
  4. Cellular - Control of radio received level in 2G/3G
  5. Cellular - How to set a GenPro or GenLoc in 2G?
  6. Cellular - Is my product attached to a 2G or a 3G network?
  7. Cellular - What is a Roaming attachment?
  8. Cellular - On which operator is my product attached?
  9. GSM DATA - How can I force a 2G modem to respond in GSM DATA CSD?
  10. Subscription - What is an APN?
  11. Subscription - What kind of subscription can I use with a product ercogener?
  12. Subscription - How can I know if the calling number is a VOICE or a DATA number?
  13. SIM - How can I know if a PIN code has to be entered in the SIM card?
  14. SIM - Can I remove or insert the SIM card if the product is turned ON?
  15. Power supply - Turn OFF completely a GenPro or a GenLoc equipped with an internal battery
  16. Power supply - Precautions to be taken before turning OFF a GSM modem
  17. Power supply - What kind of power supply can I use with my product?
  18. Antenna - Selection and positioning of my antenna
  19. Antenna - Optimization of the GPS received signals
  20. Antenna - Can I put a cable extension on a 2G/3G antenna?
  21. Antenna - What distance between the 2 antennas of a GenPro 40e?
  22. Dialogue - Make a product work only in 3-wire mode (TXD/RXD/GND)
  23. Dialogue - I have no response to AT commands
  24. Dialogue - How can I change the dialogue speed of a product ercogener?
  25. Dialogue - How can I change the dialogue format of a product ercogener?
  26. Dialogue - Prerequisite of dialogue with an external equipment
  27. RS232 - Display the available COM Ports with Windows
  28. RS232 - I don't have a RS232 serial port on my PC
  29. RS232 - Speed limit of a serial port RS232
  30. USB - Speed limit of a USB port
  31. Dialogue - What kind of software can I use for the configuration of my product?
  32. Configuration - Remote update of an embedded application Easexxx
  33. Configuration - Remote modification of a product configuration
  34. Configuration - Where can I find the configuration commands of a product?
  35. Windows ™ - How can I change the IP address of the PC with Windows 7?
  36. Windows ™ - Ping function with Windows
  37. Windows ™ - How can I know the IP address of the PC with Windows 7?
  38. Windows ™ - Which pilot/driver can I use with my product?
  39. SMS - How to activate the acknowledgement of SMS sent?
  40. SMS - Sending a SMS returns an error
  41. EaseIP - Impossible to make a 2G/3G connection with EaseIP
  42. Easexxx - How can I read the version of the application?
  43. DynDNS NoIP - Impossible to connect to the equipment with the dynamic DNS function
  44. GenIP - Installation of a configuration inside GenIP
  45. GenIP - Impossible to reach the equipment connected behind the GenIP
  46. GenIP - No connection to the WAN
  47. GenIP - The product is connecting to the WAN but the equipment behind the GenIP are not connected
  48. GenIP - No dialogue between the PC and the GenIP
  49. GenIP - PWR is not flashing
  50. GenIP - How can I test the presence of an equipment on the LAN (Local network)?
  51. GenIP - How can I test the presence of an equipment on the WAN (Internet network)?
  52. GenIP - User name and password for access to the Web page
  53. EGM - Access to the support
  54. After-Sales Service - Return of a product for repair

Cellular - Display the operators visible around my equipment

Do a scan of the visible operators with the command AT+COPS=?
The response can be quite long (up to 1 minute)
Example of response : +COPS: (2,"F SFR","SFR","20810"),(3,"Orange F","Orange F","20801"),(3,"F - BOUYGUES TELECOM","BYTEL","20820")
Legend: 2 =  currently attached / 3 = forbidden / 1 = available / 0 = unknown

Cellular - How can I optimize the received level of my product?

The installation and the selection of the antenna are very important.
A magnetic antenna must be placed on a metallic surface (ground plane used by 1/4 wave antennas). Do not place an antenna horizontally.
Place the antenna the highest possible or close to a glass surface and avoid metallic surfaces.

Cellular - Control of attachment to cellular network

The PIN code of the SIM card must be disabled or must have been previously entered.
For a product using AT commands, send the command AT+CREG? Expected response: +CREG: 0,1 or 0,5
Simple control of the GSM Led: if the Led is flashing slowly, the modem is attached.
If the Led is OFF or ON, the modem is not attached.

Cellular - Control of radio received level in 2G/3G

If a SIM card is inserted, the command AT+CSQ allows to get the received signal level called "RSSI". The "RSSI" goes from 0 to 31. 31 is the highest level.
Example: AT+CSQ returns +CSQ: 24,99 => = 24
In 2G for DATA CSD or GPRS or Voice communications, it is recommended to have a "RSSI" level above 10
In 3G, the communications in packet-mode can work with a lower level.

Cellular - How to set a GenPro or GenLoc in 2G?

To set a 2G/3G product in 2G (necessary for example in order to use the GSM DATA CSD), follow these steps:
1 - For the products GenLoc/GenPro 3xxe:
AT+COPS=2
AT+URAT=0,0
AT&W
AT+CFUN=16
2 - For the products GenPro 40e/30e :
AT!BAND=5

Cellular - Is my product attached to a 2G or a 3G network?

For the 3G products GenLoc 3xxe/GenPro 3xxe, send the command:
AT+UREG?
If the response is : +UREG : 0,2 , the modem is connected in 2G
If the response is: +UREG : 0,6 / or 0,3 , the modem is connected in 3G
For the products GenPro 30e/40e, send the command:
AT!GETRAT?
If the response is: !GETRAT : GSM , the modem is connected in 2G
If the response is: !GETRAT : UMTS , the modem is connected in 3G

Cellular - What is a Roaming attachment?

The roaming means that the SIM card operator and the network on which the modem is attached are different. Example: for a SIM card FREE (in 2G) attached to the ORANGE network, the response to the command AT+CREG?  is +CREG : 0,5

Cellular - On which operator is my product attached?

Send the command AT+COPS?
Example of response: +COPS: 0,0,"Orange F"

GSM DATA - How can I force a 2G modem to respond in GSM DATA CSD?

With some subscriptions (depending on operator), the command AT+CSNS=4 allows to force the modem to make a DATA CSD response and not a VOICE one.

Subscription - What is an APN?

APN means Access Point Name
This is the name of the entry point in the network of your cellular provider
Example: orange.m2m for orange, m2mpremium for SFR, fiproaming.com for Bouygues. The APN available depend on your subscription, please contact your operator.

 

Subscription - What kind of subscription can I use with a product ercogener?

ercogener recommends to use M2M subscriptions which are dedicated to communications between machines.
Beware of "general public" offers that are dedicated to the non-professional use of mobile phones.
This kind of offers can have operating restrictions.
See the general terms of use of the operators' offers.

Subscription - How can I know if the calling number is a VOICE or a DATA number?

Activate the type of call identification with AT+CRC=1 ,
Upon receipt of an incoming call to a VOICE number, the equipment returns:
 +CRING : VOICE
Upon receipt of an incoming call to a DATA number, the equipment returns:
 +CRING : REAL ASYNC

SIM - How can I know if a PIN code has to be entered in the SIM card?

Send AT+CPIN?  to the modem
Possible responses:
1 - +CPIN : READY (no PIN code or already entered)
2 - +CPIN : SIM PIN (waiting for PIN code)
To enter the PIN code: AT+CPIN="xxxx"

SIM - Can I remove or insert the SIM card if the product is turned ON?

For the products GenLoc 41e/54e/354e and GenPro 25e/54e/354e, the SIM can be inserted or removed while the product is ON, if the products have an embedded application EaseLoc/ EasePro or EaseIP.
For a GenPro 30e / 40e or GenPro 25e S0502: the SIM card must be inserted before turning the product ON.
IMPORTANT: before removing the SIM card or turn OFF the modem, it is recommended to detach the modem from the operator network with the command AT+COPS=2

Power supply - Turn OFF completely a GenPro or a GenLoc equipped with an internal battery

Follow these steps:
Send the command AT+COPS=2  (detachment from network)
Disconnect the external power supply
Wait more or less 20 seconds
Send the command AT+GPIOSET=35,0 (turns OFF the auto-maintain of the battery)

Power supply - Precautions to be taken before turning OFF a GSM modem

It is recommended to detach the product from the operator network with the command:
AT+COPS=2
Wait the response OK and disconnect the power supply.

Power supply - What kind of power supply can I use with my product?

1 - Select the power supply suggested on the product description or the ones proposed in the accessory catalogue.
2 - Most products are delivered with a red/black power cable to be connected to the external power source. The min/max indications of voltage and current range are indicated on the label of the product.
Be careful to respect the required necessary current: see the product documentation (User Guide)

Antenna - Selection and positioning of my antenna

Select one of the antennas proposed in our accessory catalogue. Respect the compatibility with the networks used and the connection with your product.
The installation and the selection of the antenna are very important: A magnetic antenna must be placed on a metallic surface which ensures the ground plane role necessary for ¼ wave antennas (ex: a vehicle roof, the top surface of a metal cabinet)
Never place an antenna inside a metallic casing, it is preferred in this case to use a screwed body-mount antenna.
For a plastic casing, an adhesive Patch antenna can be placed inside. The adhesive side is the radiating side.
Do not use a high gain antenna if the reception is already correct with a 0dBi antenna.
The high-gain wall-mount antennas must be placed outside.

Antenna - Optimization of the GPS received signals

The GPS magnetic antenna must be ideally installed in an "open sky" place with the radiation side towards the sky, like if it was placed on a vehicle roof.

Antenna - Can I put a cable extension on a 2G/3G antenna?

Yes but adding cables also means adding connectors. Each additional connector will lead to an attenuation of the signal and a drop of the received signal value <rssis> (see command AT+CSQ).
It is recommended not to exceed 10m/15m of cable. For installations requiring a long extension, it is better to use one single cable, with low loss and without connectors.
It is also possible to extend the serial link (RS232 / RS485 / Ethernet)

Antenna - What distance between the 2 antennas of a GenPro 40e?

It is recommended to place the 2 antennas at 1m from each other.

Dialogue - Make a product work only in 3-wire mode (TXD/RXD/GND)

By default, our GSM products generally have the flow control activated (AT+IFC=2,2) and require 5 signals to dialogue with a Terminal: RXD/TXD/CTS/RTS/GND
To ignore the flow control signals RTS/CTS and operate in 3-wire mode, disable the flow control with the command AT+IFC=0,0 followed by the backup AT&W

Dialogue - I have no response to AT commands

Send the command ATI. If the product returns a response, check that this corresponds to the ercogener product
If no response is returned, try again with different speeds of Terminal (9600 bps to 115200 bps)
Check your serial cable, the RTS signal must be wired.

Dialogue - How can I change the dialogue speed of a product ercogener?

Most of our cellular products are set by default at 115200 bps. To change the dialogue speed, use the command AT+IPR=xxxxx
Example for 9600 bps : AT+IPR=9600
Change the Terminal speed at 9600 bps
Send the backup command AT&W
Please note : in order to validate the backup, some products also require the command AT+CFUN=16 (see the product documentation)

Dialogue - How can I change the dialogue format of a product ercogener?

By default our products are set with 8 bits/no parity/1 stop bit. To change the data format, use the command AT+IFC
Example 7 bits - even parity - 1 stop bit: AT+ICF=5,1 (see the product documentation)
Change the format in the Terminal
Send the backup command AT&W
Please note : in order to validate the backup, some products also require the command AT+CFUN=16 (see the product documentation)

Dialogue - Prerequisite of dialogue with an external equipment

The speed and the data format must be the same for the equipment and the modem (Example: 9600 bauds, 8 bits no parity, 1 stop bit).
For the signals of the serial port, some equipment only work in 3-wire mode: RXD/TXD/GND
Other equipment also control the signals DTR and/or RTS, with or without hardware flow control
Some Terminals also require incoming signals to be able to work: CTS and/or DSR and/or DCD. All RS232 cables proposed in our catalogue have wired signals.

 

RS232 - Display the available COM Ports with Windows

On Windows, click on: Start >>> Configuration panel >>> Device Manager >>> Ports (COM and LPT)

RS232 - I don't have a RS232 serial port on my PC

You can use our RS232/USB converter presented in the section Catalogue / Accessories

RS232 - Speed limit of a serial port RS232

On a native serial port (except USB/RS232 converter), the maximum dialogue speed is 115200 bps

USB - Speed limit of a USB port

On a USB serial port or a "USB/RS232 converter", the maximum dialogue speed is 960000 bps

Dialogue - What kind of software can I use for the configuration of my product?

The configuration of a product ercogener is done with an AT command set and an emulator software also called "Terminal", or Terminal TTY / VT100. The link between the product and the Terminal is generally done with a RS232C serial link.
Different tools are available like Windows HyperTerminal or TeraTerm.
For a software update, most of our products require a Terminal with the protocol 1K-XMODEM

Configuration - Remote update of an embedded application Easexxx

It is possible to update remotely (DOTA) the applications EaseIP, EasePro, EaseLoc. This requires a SIM card activated in packet mode (2G/3G) and a FTP server where the new version of the application will be placed.
To start a DOTA, please contact us.

Configuration - Remote modification of a product configuration

It is possible to modify or reconfigure remotely a GenPro or a GenLoc by sending AT commands by SMS. The SMS is protected by a password.
For this, see the "AT Command List" of the product.

Configuration - Where can I find the configuration commands of a product?

For each product, an AT Command List is available. You can also read the Application Notes available.
For the application EasePro (available on GenPro 25e/54e/325e/354e), you can use the configuration tool EasePro_Config

Windows ™ - How can I change the IP address of the PC with Windows 7?

Start >>> Control Panel >>> Network and Sharing Center >>> Change adapter settings >>> Right-click on Local Area Connection >>> Properties >>> Protocol IPV4 >>> properties >>>
Click on "use the following IP address"

Windows ™ - Ping function with Windows

On Windows, start a DOS command prompt or click on Start, and Search programs and files, and CMD

Windows ™ - How can I know the IP address of the PC with Windows 7?

Start >>> Control Panel >>> Network and Sharing Center >>> Change adapter settings >>> Right-click on Local Area Connection >>> Status >>> Details
This is more or less the same for other Windows versions.

Windows ™ - Which pilot/driver can I use with my product?

Select the pilot file on our website (MdmErcoGener2017.zip).
Extract the file INF.
Start the installation of the equipment.
Select the file INF.
Select the product

SMS - How to activate the acknowledgement of SMS sent?

To receive an acknowledgement of a SMS sent, send the following commands:
AT+CSMP=49,167 (command not saved)
AT+CNMI=1,1,0,1,0

SMS - Sending a SMS returns an error

Check that the SMS mode, text mode is activated: AT+CMGF? Must return :1
Check the presence of the Center Address N° of your operator (AT+CSCA?)
Check the command AT+CSMP? => Response +CSMP: x,y,0,0
Check with your operator if the subscription includes the transmission of SMS

EaseIP - Impossible to make a 2G/3G connection with EaseIP

Check the presence of the IP key with the command AT+EGINFO
Reponses:
+LibraryIP: 1 => IP key present
+LibraryIP: 0 => IP key missing
Check that the APN was well entered (AT+EGASV?)
Contact your operator to check the APN authorized with your subscription

Easexxx - How can I read the version of the application?

To know the version of the embedded application on a GenPro or GenLoc, send the command ATi8
If the response is ERROR, it means that the product does not contain any Easexxx application (EasePro / EaseLoc / EaseIP)

DynDNS NoIP - Impossible to connect to the equipment with the dynamic DNS function

Check that the APN used provides public IP addresses only. An APN that provides private IP addresses will not work in this mode.

GenIP - Installation of a configuration inside GenIP

Do not unzip the file, install it directly.

GenIP - Impossible to reach the equipment connected behind the GenIP

Check that the WAN IP address is not private (10.x.x.x).
If this is the case, contact your operator in order to obtain an APN assigning a public IP address.
Check that the port forwarding rules are correctly defined in:  My communications >>>> Port forwarding.

GenIP - No connection to the WAN

Check the presence of the SIM card and the antenna.
If the SIM card requires a PIN code, either it has to be disabled, or it has to be entered on the GenIP web interface

GenIP - The product is connecting to the WAN but the equipment behind the GenIP are not connected

Check that the gateway address (IP address of the GenIP) is well entered in your Equipment.

GenIP - No dialogue between the PC and the GenIP

Check the Ethernet connection
Check that the Led turn ON and flash on the Ethernet connection.
Check that the PC and the equipment are on the same IP range (Example 192.168.100.100 and 192.168.100.50)

GenIP - PWR is not flashing

Check the external power supply

GenIP - How can I test the presence of an equipment on the LAN (Local network)?

Do a Ping of the equipment IP address and check the response

GenIP - How can I test the presence of an equipment on the WAN (Internet network)?

Do a Ping of the equipment public IP address on the Internet (Example: ping 80.120.15.150)
Check the response

GenIP - User name and password for access to the Web page

In the GenIP, the user name and the password by default are: admin / admin

EGM - Access to the support

The technical support about our EGM (Erco Gener Middleware) development environment is reserved for customers who followed the EGM training. For any details about the trainings proposed and the development support, please contact us.

After-Sales Service - Return of a product for repair

Any product must be returned with a Return authorization number (RMA).
To obtain a RMA number, please contact us by email or telephone and provide us the reference of the product, the serial number and the reason of the return.
We will then provide you a RMA number.
You can then ship your product with this RMA number written on the package.
Your delivery note must also mention the RMA number and in the case of a defective product, please describe clearly the defect noticed.
Important: Before shipping your product, we recommend you to save your configuration (if possible), as your product will be reset with factory configuration.