Comfort GSM not answering but SMS is working

[caravanboy]

I upgraded my system last week and replaced my old GSM(3G) UCM with the new UCM/A7608 which supports 4G and VoLTE. My main reason for doing this was because it was virtually impossible to sign-in remotely on the old 3G module.  Advice on the forums was that the new A7608 module decoded DTMF on-board and so performed better...

After initial installation I was able to sign-in on my second attempt - I assumed I fumbled the keys on the first one.  However, trying to dial-in this morning I\'ve had five failed attempts.  My one-and-only successful sign-in so far must have been a fluke 

I saw another forum post that recommended holding each key for 1 second then waiting for 1 second but that didn\'t seem to help (and if I do it that slowly after the first failed attempt Comfort sometimes seems to hang-up and say \"Thankyou Goodbye\" halfway through the second sign-in attempt anyway).  I used to use this slow method 10+ years ago when signing in to a Comfort landline and it did matter and make a difference.

I\'m trying to dial-in from a Samsung S23 Ultra mobile. I have a good signal and Comfort has a \"Strong\" signal.  I\'m not convinced my SIM is using 4G yet (the A7608 board\'s red LED is only flashing slowly) but my provider claims 3G has already been switched off in my area and assures me that my SIM is 4G compatible and I should be getting a 4G connection. Perhaps I\'m falling back to 2G?  Would that matter and make DTMF worse for Comfort?

As you cannot hear the DTMF tones locally on the mobile I\'m not sure if holding the key makes any difference anyway.  Actually, I just did a test and dialled a landline and pressed keys on the mobile so that I could hear them on the landline - it seems the mobile-generated DTMF tones are a fixed duration (I\'d estimate ~250ms) so the only thing that can matter is the gap between presses.

Are there any other settings I can try on Comfort to tune things as this is really disappointing that I still cannot sign-in via GSM?

Also, I\'m going to take the SIM out and check VoLTE is enabled etc (as recommended on other forum posts) - do I have to power down Comfort first, or is it safe to remove the SIM?
(apologies for the long post)

[caravanboy]

BTW, I\'ve tried searching for settings on the phone - I even found this one where someone claims you can change the phone to generate longer DTMF tones, but that setting does not exist on my UK Samsung - maybe it is country specific?

https://www.verizon.com/support/knowledge-base-306064/

[slychiu]

I believe you SIM card has VoLTE because otherwise you could not get the call connected and Comfort would not answer. It looks like either your mobile phone or the mobile network is causing this problem if you could not detect DTMF using the old 3G gsm module.

Can you try with another mobile phone?

[caravanboy]

I have a relatively new 4G 7608A UCM module.  It was working when installed a couple of months ago* but I noticed a few days ago that if I dial the GSM number it just rings for ever and Comfort doesn\'t answer.

The SIM is okay and it must be registered with the network as it is still sending and receiving SMS texts okay.

So, two questions:

1. I\'m hoping that a reset of Comfort will make it all work again but is there any other way to reset the UCM it without doing a full Comfort reset?

2. Before I do any resets are there any tests/diagnostics I can do to try and determine why this has happened as I only discovered this by accident and don\'t want to find it is stuck in this state in the future when I need to dial in during an alarm.

[slychiu]

Forts please chevck that the 5 way multicolour audio cable is connected between the GSM submodule and Comfort. This cable carries the voice signals and voice calls would not work without it

If it still does not answer calls, start  Comfort Bus monitor in Tools, then make a call to the GSNM. Save the Bus monitor IO is a file and let me know the contents by pasting here

[caravanboy]

Hi,
I checked the cable and it appears to be seated fine. It worked well when first installed and the installation hasn\'t been touched since so there was no reason to think the cable should be an issue anyway.

I tried a call with Comfort open and I noticed that on the UCM/GSM board D3 did a slow red flash and when the call came in D3 went solid red until I gave up ringing.
This morning I started the bus monitor, waited a couple of seconds then dialled in to Comfort GSM and let it ring for about 10 rings or more.
Here is the dump:

11: 12: 53: 731 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 03: 354 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 13: 09: 868 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 15: 234 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 13: 16: 297 ----< 03 40 41 30 30 30 31 30 30 30 30 37 42 02 <--->@A000100007B 
11: 13: 17: 509 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 19: 704 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 13: 21: 792 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 28: 490 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 13: 30: 623 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 37: 278 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 13: 39: 471 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 13: 44: 037 ----< 03 12 7C 30 32 36 44 02 <--->|026D 
11: 13: 46: 046 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
I spotted the \"GSM cal ended\" message at 11:13:44 but I didn\'t see one to say it started?

I tried it again just to be sure - started Bus Monitor then waited until it had displayed a few lines before dialling the GSM module at ~11:19:45. This is the output (I assume the initial \"data crashed or ID collided\" message is just a quirk and nothing to worry about)
***** 03 12 20 43 42 (had to erase non-printable chars as the forum kept saying \"error\") 
11: 19: 32: 826 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 19: 36: 053 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 19: 42: 577 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 19: 48: 670 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 19: 50: 938 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 19: 52: 556 ----< 03 40 41 30 30 30 31 30 30 30 30 37 42 02 <--->@A000100007B 
11: 19: 53: 262 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 20: 01: 996 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 20: 10: 728 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 20: 13: 847 ----< 03 12 7C 30 32 36 44 02 <--->|026D 
11: 20: 15: 047 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 20: 19: 516 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 20: 21: 783 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
In case it is of any use to you, here is a trace from when I send a \"(?)\" message via GSM and receive a reply (I\'ve blanked out a few digits as that looks like it would give away my mobile number )

11: 23: 23: 135 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
11: 23: 26: 399 ----< 03 21 3F 31 36 36 33 32 34 02 <--->!?166324 
11: 23: 29: 256 ----< 03 12 7C 30 37 30 41 33 34 33 34 33 37 33 38 33 35 33 30 33 39 33 3* 33 3* 33 3* 33 3* 33 3* 45 32 02 <--->|070A343437383530393*3*3*3*3*E2 
11: 23: 29: 304 ----< 03 12 7C 38 35 30 41 30 37 44 39 02 <--->|850A07D9 
11: 23: 31: 327 ----< 03 12 7C 30 36 30 31 36 38 02 <--->|060168 
11: 23: 36: 241 ----< 03 21 3F 31 36 36 34 32 33 02 <--->!?166423 
Look forward to hearing from you.  I\'ve still not reset Comfort yet in case there is anything else we can discover before I reset.
Edited as all the CRs had got lost!

[slychiu]

It looks like the GSM has answered but the voice is not going through When the red Busy LED is on it means the gsm is  in operating mode.  It could be the cable is faulty.
when the gsm answers, can you press the user code and #key and eg 1 and 2 to arm to night mode. Does it try to arm to night?

[caravanboy]

Comfort doesn\'t answer though as far as the mobile is concerned - I still hear the ringing tone.

Should I just reset Comfort and see if it all starts working again?

[slychiu]

Please power off and on the gsm module to let it reconnect.

[slychiu]

Can you check if your sim card supports VoLTE?
what is your UCM GSM Firmware version (from Modules tab)