Notecard cannot sync with Notehub

Hardware
1

Hi guys
I apologize for loading you up with yet more Notecard problems…
I have another Notecard (NOTE-NBGLN) that has got itself in a bad state and will not connect to Notehub, either via cellular or via NTN (with paired Starnote).

The history is a follows:
I started with a new Notecard which came with FW version 9.1.1.17181. With the Notecard in the Notecarrier XS, I upgraded the FW OTA to the latest LTS version (8.2.1.17285). That went well and I was able to sync to Notehub over cellular. However, when I paired it with a Starnote, it was unable to sync via NTN, despite having a good external antenna connected. After several hours, I gave up and upgraded the FW OTA to dev version 9.2.1.17281. I was able to sync to Notehub via cellular and did this several times. After connecting a Starnote, sync’ing via NTN was difficult and took a long time. It did eventually happen though. I was able to sync 3 Notes in the end but it failed to sync a 4th time, even trying over multiple days and letting it run for >16 hours each time. Changing antennas did not help. I then tried to get it to sync via cellular and this also failed, even after many attempts. Here is a recent log:
notecard_2025-07-20T01_39_04_noSync.log (153.9 KB)
I did a card.restore which did not help. Then I tried down-grading the FW back to 9.1.1.17181 via a local terminal using Notecard CLI. This was unsuccessful: see
Notecard CLI side-loading log.txt (147.9 KB)
Finally I tried down-grading the FW via the In-browser CLI. That worked OK and I was able to install version notecard-u5-6.2.5. However, the Notecard could still not sync via cellular, despite several attempts and re-doing the firmware downgrade. see:
notecard_2025-07-20T03_01_02_after_2nd_FWupdate.log (67.3 KB)

Now I’ve run out of ideas. Help?

2

Hi @rberkelm. We’re happy to help! Could you please try this procedure and send us the output:

  • Open the in-browser terminal on blues.dev with your Notecard connected via USB.
  • Type post and hit enter.

This will help us identify if there’s a hardware problem with this Notecard. The HSM errors you’re seeing in the trace log indicate a potential hardware issue.

Thanks,

Hayden

3

Hi @hroche
It seems to have failed the accelerometer self-test.
notecard_2025-07-20T08_16_28.log (1.6 KB)
Ray

4

Thanks for the trace log. There’s definitely something strange going on with this Notecard. The STSAFE and accelerometer errors indicate a hardware problem(s). Our support team will be in touch about swapping out this Notecard. We’d like to take a deep look at it to understand what exactly has gone awry here. Thanks for bearing with us!