# Notecard cannot sync with Notehub **URL:** \ **Category:** Hardware\ **Created:** [July 20, 2025, 3:40am UTC](https://discuss.blues.com/t/notecard-cannot-sync-with-notehub/3177 "2025-07-20T03:40:53Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![rberkelm](https://avatars.discourse-cdn.com/v4/letter/r/0ea827/32.png) [@rberkelm](https://discuss.blues.com/u/rberkelm)\ **Post date:** [July 20, 2025, 3:40am UTC](https://discuss.blues.com/t/notecard-cannot-sync-with-notehub/3177/1 "2025-07-20T03:40:53Z")
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](https://discuss.blues.com/uploads/short-url/wz9jE9vG6E7XrPJxbLTRJNhtkTC.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](https://discuss.blues.com/uploads/short-url/rZhVuinUbLdMIb7ZbqNHialCvsy.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](https://discuss.blues.com/uploads/short-url/dDo4qrpNOpscQmjjCZx90YKITOx.log) (67.3 KB) Now I’ve run out of ideas. Help? ---
**Author:** ![hroche](https://sea2.discourse-cdn.com/flex020/user_avatar/discuss.blues.com/hroche/32/1442_2.png) [@hroche](https://discuss.blues.com/u/hroche)\ **Post date:** [July 20, 2025, 7:49am UTC](https://discuss.blues.com/t/notecard-cannot-sync-with-notehub/3177/2 "2025-07-20T07:49:18Z")
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 ---
**Author:** ![rberkelm](https://avatars.discourse-cdn.com/v4/letter/r/0ea827/32.png) [@rberkelm](https://discuss.blues.com/u/rberkelm)\ **Post date:** [July 20, 2025, 8:18am UTC](https://discuss.blues.com/t/notecard-cannot-sync-with-notehub/3177/3 "2025-07-20T08:18:49Z")
Hi @hroche It seems to have failed the accelerometer self-test. [notecard\_2025-07-20T08\_16\_28.log](https://discuss.blues.com/uploads/short-url/nsJaa9XHhzWhv79Z6r4v035LRZm.log) (1.6 KB) Ray ---
**Author:** ![hroche](https://sea2.discourse-cdn.com/flex020/user_avatar/discuss.blues.com/hroche/32/1442_2.png) [@hroche](https://discuss.blues.com/u/hroche)\ **Post date:** [July 21, 2025, 11:02pm UTC](https://discuss.blues.com/t/notecard-cannot-sync-with-notehub/3177/4 "2025-07-21T23:02:46Z")
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!