zacharycook's profile

Tutor

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7 Messages

Sunday, February 1st, 2015 8:09 PM

3801HGV Rebooting

Everything has been great for about 5 years.  Then once or twice a day this gateway reboots itself.  I requested a replacement and the replacement is doing the exact same thing.  Support suggested it is due to line issues, but I've since re-run and repunched everything on the internal side and have seen no significant difference.  I'm about ready to do a completely new cat6 run, but that involves quite a lot of hassle for something I'm not terribly convinced of.

 

Here are my line stats.  Does this look exceptionally out of order?  I'm going to request yet another new box I think.

 

Stats-2015-02-01-14-04-39- No IP.png

 

ErrorTable-2015-02-01-14-05-10 - No IP.png

 

Bitloading-2015-02-01-14-05-28 - NO IP.png

3 Attachments

Teacher

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14 Messages

9 years ago

My service comes in on a regular copper pair. Leaves the ONI comes in on one phone jack and then plugs into modem. I use one ethernet port for my PC. I just got the old modem replaced two days ago and still reboots. The power to the modem is connected directly to a wall outlet. I moved it to another outlet this morning- will need to watch for a day to see what happens. The wiring in the house is new because it was just built 10 months ago.

 

My service was fine for two yrs no issues until about mid-December. It makes me think that either hardware was changed in the network or software upgrade was done in the network. Nothing changed on my end for sure. The service coming to the house I've been using for 4 yrs with ADSL (no problems ever) and was forced to switch to VDSL (u verse) 2 yrs ago (no problems until now)

 

Thanks

Tutor

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7 Messages

9 years ago

I'm in Chicago.  I put in a support request to have the unit replaced again, and we'll see how that goes I guess.

Tutor

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6 Messages

9 years ago


@JefferMC wrote:

@itsyourboykenny wrote:

I managed to get a Syslog and this was the last log before it rebooted

 

Feb 2, 2015 1:47:24 AM|192.168.1.254|<132>Feb 02 01:47:25 192.168.1.254 hpna:  stats overflow: channel count > 32

Feb 2, 2015 1:47:51 AM|192.168.1.71|STOP|Service stoped on 192.168.1.71:514


Are any of your TV receivers connected by Coax?  Has anything changed about your coax lately?  I ask because of the "hpna: status overflow" error.  That looks pretty innocuous, but...

 

Also, looking at your device list on the home page of the router, what device has the IP address 192.168.1.71?

 



Yes all my receivers are connected through coax, and no my Coax setup has been the same for years, the only thing that has changed is the Router/Modem, but there are some concerning activities in my firewall. I'm getting about 17

 

"fw,fwmon: src=223.11.212.50 dst=[my home ip] ipprot=17 sport=53 dport=4092 Unknown inbound session stopped"

 

per 10 minutes. Most of those connections are comming from China. 192.168.1.71:514 is my Nexus Player that I've setup a Syslog Server to record throught the night.

ACE - Expert

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35K Messages

9 years ago

It is not unusual to see the RG have to discard unsolicited traffic.  The Internet is not a safe place; bots are constantly probing to see what's available to hack into.  The problem would be if it weren't discarded.

 

All it takes for a HPNA problem is for one connection to become less than solid.  This can happen when you move furniture to put up a Christmas tree (flexing the connector at the wall outlet), moving boxes in the attic (jostling a diplexor or splitter), etc.  

 

You might try running the http://ufix.att.com and see what it says.  If you can run UVrealtime (from www.UVrealtime.com), and use its coax/HPNA tab, that can be helpful.  If you have Windows 8 or later, you need to install WinPCap from www.winpcap.org first).

 

Tutor

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6 Messages

9 years ago


@JefferMC wrote:

It is not unusual to see the RG have to discard unsolicited traffic.  The Internet is not a safe place; bots are constantly probing to see what's available to hack into.  The problem would be if it weren't discarded.

 

All it takes for a HPNA problem is for one connection to become less than solid.  This can happen when you move furniture to put up a Christmas tree (flexing the connector at the wall outlet), moving boxes in the attic (jostling a diplexor or splitter), etc.  

 

You might try running the http://ufix.att.com and see what it says.  If you can run UVrealtime (from www.UVrealtime.com), and use its coax/HPNA tab, that can be helpful.  If you have Windows 8 or later, you need to install WinPCap from www.winpcap.org first).

 


Here is the report from UV Realtime

 

CoaxHPNA-2015-02-03-02-02-51.png

1 Attachment

ACE - Expert

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35K Messages

9 years ago

Those stats look fine.  I don't think it's your HPNA (coax) network.

 

Tutor

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6 Messages

9 years ago

Ok, I will go ahead and call for another replacement.

Tutor

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7 Messages

9 years ago

Well the new replacement came in and the first thing I noticed is it was clearly not 'new'.  I'm sure it's recertified etc, but that's not the same as new.

 

We got a solid 24 hours following the box's replacement.  Tried an entirely different circuit following that with a glorious 100 ft extension cord.  Yesterday it reboot every 3-4 hours, and today thus far we're back to 5-12 hours between resets.

 

Nothing special in syslog before reboot.  Line looks about the same.  Here's the stats literally right before it reboot:FollowingBox.png

 

and after:


FollowingBox-Rebooted.png

 

Going to call AT&T back tomorrow during normal M-F support hours... but I would love to actually have something besides the box rebooting indicating what the issue might be. 

2 Attachments

Tutor

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6 Messages

9 years ago

Have you considered getting a different RG? My solution was to have the tech run CAT5 and upgrade to a newer Motorola NVG589. No reboots on this one, and it has N network.

Expert

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20.4K Messages

9 years ago

@zacharycook If you get a tech visit, see if he's got a TrippLite Isobar surge protector power strip on the truck.  Sounds like the reboots could be from 'dirty' power, the slightest power problems can upset the DSL signal.  Causing a reboot, as that's all it knows to fix itself. 

 

Good luck 😉

 

http://www.tripplite.com/product/Premium-Surge-Protectors/825

 

Chris
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