How to troubleshoot a Cross on Antenna Symbol (No Signal) on an Ultra device

How to troubleshoot a Cross on Antenna Symbol (No Signal) on an Ultra device

If you see a Cross on Antenna symbol (No Signal) on your Ultra device, it typically indicates that the device is not receiving a cellular signal. Here are some common causes and potential solutions:
Visual error that will appear on the screen of the Ultra device: 

Possible causes for this symbol to appear: 
Poor Signal Reception or Network Problems:
Antenna Issues:
SIM Card Problems:
2G and 3G Network no longer available
Incorrect Network mode Settings:
Interference
Kindly refer to the possible solutions below:

Poor Signal Reception or Network Problems:
The device may be located in an area with weak cellular signal coverage. This could be due to geographical features, building structures, or distance from the nearest cell tower.
The cellular network may be experiencing outages or maintenance work, affecting connectivity.
Check with your cellular provider to see if there are any known network issues or maintenance work in your area.

2G and 3G Network no longer available:
the Department of Communications and Digital Technologies Government and published in Government Gazette on 8 September 2022, all mobile network providers must decommission legacy 2G and 3G network services by no later than 31 March 2024 (2G) and 31 December 2024 (3G), respectively. However, some network providers have indicated that they are prioritizing the decommissioning of 3G services to a great capacity to make way for newer technologies.  

We would suggest determining if 2G and 3G services are still available in your area. It is advisable to check the service provider coverage maps to confirm. These can be accessed through the following links:
TM Official Website Coverage Map: https://www.telecom.na/tn-mobile/service-information/146-our-national-footprint

MTC Official Website Coverage Map: https://www.mtc.com.na/location

Vodacom Coverage Map: https://vccoverage.afrigis.co.za/#/

Cell Coverage Map: https://www.cellc.co.za/cellc/coverage-map

Telkom Mobile Coverage Map: https://www.telkom.co.za/check-coverage


Should there be no 2G and 3G available in the area, we encourage users to upgrade to 4G-enabled GSM devices as soon as possible to ensure reliable and stable network connections as well as support on the products.

Incorrect Network mode Settings:
Incorrect device settings such as network mode , could lead to signal issues.

Relocate the Device:
Move the device to a different location with better signal reception, such as near a window or higher up in the building.

Check the Antenna settings:

The default setting on the G-Ultra is to use the internal antenna, which should be adequate for most applications where the G-Ultra is located in an area with average to good network coverage. If the G-Ultra does not receive commands or takes a long time to send notifications, this may indicate that the network coverage is poor or intermittent. In such cases, adding an external OMNI antenna can help improve reception.

However, if the antenna settings are not correctly configured according to the antenna in use, it can cause signal issues.

To confirm that the settings are correct:

  1. Scroll with the arrow buttons on the physical device until you see the antenna menu.
  2. Confirm the settings:
    • If you have an external antenna selected, ensure the settings are set to "external."
    • If you are using the onboard antenna, ensure the settings are set to "internal."
Image for External antenna is below

Image for internal antenna is below


Should you want to connect a OMNI external antenna or looking for the steps on how to change the antenna settings, kindly follow the link below on how to achieve this:

Should an external  antenna be already connected, inspect the external antenna for any signs of damage and replace it if necessary.

Check the SIM Card:
Remove the SIM card and reinsert it, ensuring it is properly aligned.
Test the SIM card in another device to ensure it is working correctly.
Consider switching to a SIM card from a provider with better coverage in your area.
The SIM card might be misaligned, not seated properly, or defective.

Reduce Interference:
Electronic or metal interference from nearby devices or sources might disrupt the signal.
Keep the device away from other electronic devices that might cause interference like the D-series DOSS sensor or Remote Receivers:

Avoid placing the device near large metal objects or other materials that might block the signal.