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reedimaging's profile

7 Messages

Monday, April 8th, 2024 1:06 PM

AT&T Gateway Reboots every 24 hours

We have a Nokia BGW320-505 SW Version 4.25.4 with static ip allocated to one of our firewall. The gateway will reboot itself (or restart service) at the 24 hour uptime mark religiously. No service issues, packet loss, or errors from the time it reboots until the the 24 hour mark when it reboots again. Already made sure it was plugged into an outlet. Power cable and fiber line is secure and not damaged. I've had two service techs check everything from the gateway to the street and all is good. Replaced the gateway three days ago with a new one and the issue persists. I have now put a battery backup in place with just the gateway plugged into it. Gateway still reboots at 24 hour uptime. Tech support says they can't see a problem or a setting causing it. Local tech agents say the same. 

Community Support

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232.1K Messages

1 month ago

Hi @reedimaging,

 

We understand, and would like to point you in the right direction.

 


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Emma, Community Forums Specialist.

7 Messages

1 month ago

Thank you Emma-

 I have contacted tech support multiple times regarding the issue, but they merely read from a script for troubleshooting steps. I've been asked to make sure the power supply is directly into a wall outlet and that the fiber cable and power supply is not damaged. They tell me there is not another support team that can provide advanced troubleshooting with the gateway or service configuration. I am hoping to find someone through this outlet that might have had a similar issue or someone who can provide advanced support on why the gateway will reboot every 24 hours. It would seem like there is some back end setting that would cause this to be 24 hours on the dot for every restart. I welcome any other troubleshooting ideas or steps. 

ACE - Professor

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5.5K Messages

1 month ago

Have you tried doing a factory reset yet?

Also, by static IP are you talking about IP Passthrough or using an actual static IP block?

7 Messages

1 month ago

Thanks for the reply!

I have not factory reset this second BGW320 yet. I can give that a shot with this one. I would just have to pu the static ip back into the subnet once the factory reset is complete. The static ip is a block and one of the usables is allocated to our SonicWall. Do you suggest setting it as IP Passthrough?

7 Messages

1 month ago

I factory reset the ATT gateway and the issue still persists. It reboots between 25 and 26 hours of uptime. A static ip is allocated to just one device (sonicwall). Beyond frustrating as ATT technicians cannot understand why it continues to happen. Support reads from a script and will not further troubleshoot. 

ACE - Professor

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5.5K Messages

1 month ago

Actually @JefferMC might be able to help as the setup there I believe needs to use the cascaded router feature.

Att gateways have historically exhibited reboots when bad firmware was present. I’ve never seen an incorrect setting do that, but I suppose it’s possible.  

7 Messages

1 month ago

I would be happy to try it out! The current setup does not allow me to change the cascaded router field. It is grayed out and set to "off". I assume it is because I only have the sonicwall connected, and it is using the allocated static ip instead of being in the LAN private ip subnet?

ACE - Expert

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35.5K Messages

1 month ago

IP Passthrough and a Public Static block barely interact... and that's only if you have set up IP Passthrough to a device and also want to send the Public Static block (in toto) to that IP Passthrough device to handle, then it changes the IP you give when setting up Cascaded Router (to 0.0.0.0).  I don't suggest or encourage that particular configuration, by the way, but there it is.

The reason the Cascaded Router cannot be turned on is because you have Public Subnet turned on; the two features are mutually exclusive.  If you have Public Subnet turned on, then the Gateway itself assumes the Gateway IP (the .6) of the Static Block on its LAN (in addition to the normal 192.168.1.254 or whatever you've changed it to, i.e. it dual homes the physical interface), and can support up to five of the useable IPs as hosts on its physical LAN... with a restriction that each of these IPs must be on a different MAC address.  At this point, you've given your Firewall one of the useable publics in this arrangement.

You could disable Public Subnet and configure Cascaded Router.  This would mean that you'd give your Firewall a WAN address on the Gateway's LAN (e.g. 192.168.1.100) and the Gateway would route traffic for that subnet to that device, and accept traffic from that device for that subnet (without NATting it, etc.).  It means that you'd have to configure that Firewall to deal with routing the subnet between its LAN and the WAN.  For only one IP, I see no reason to go this route--absent the obvious situation you have with daily restarts.  I have no reason to believe that making this change will make your gateway any more stable, but if you're willing to figure out how to redo your firewall, then it might be worth trying.

There have been, a few years ago, issues with earlier versions of this firmware that caused the daily restarts.  I seem to vaguely recall that disabling IPv6 was one way to keep them from doing that at that time.  I'd try that before changing the Public Static setup.

7 Messages

1 month ago

Thank you for the explanation! I did find the older postings about disabling IPV6 and tried that a couple of weeks ago. I guess I can try the cascaded router setup to see if it does anything. I will report the result once I get this done.

7 Messages

18 days ago

So the issue was a malfunctioning card in the DSLAM in the ATT cabinet at the street. Apparently two other customers were experiencing the same issue. It is been up for 14 days now. I had to get the ATT Office of the President involved to get this type of advanced support. Frustrating that it took this long and that a BBB complaint was the only route to get past regular support channels. Thanks for all the advice given!

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