Service Down After Power Outtage (Long) Any suggestions??
I’m posting the issue here because I will not be able to initiate a service call with ATT until late this evening. Maybe putting this in the forums first will save a service call. Beware it’s long, but I just wanted to be clear with what is happening.
I’m a systems admin for a small business here in Dallas. I have extensive troubleshooting experience on the WAN side of things and “not as much” on the LAN side. I say that, so we can skip past the “have you cleared your browser cache” and “have you rebooted your device” questions. Ok enough preamble, on to the goods.
I currently have the uverse “triple” package of phone, TV and Internet. The main router is the HGV3800-B. My main tv receiver/pvr is the Motorola VIP2250. I have two extra wireless receivers, both Cisco IS87005’s. And the external WAP is a Cisco VEN401-AT. Connections to the router, the “lines 1&2” port to its corresponding cable and the “phone line” port with its connection (both these come from the ATT installed jack on the wall). And the 4 “Local Ethernet” ports are: 4-Connection to Cisco WAP, 3-Connection to main PVR, 3-Empty, 4-Connection to my desktop PC.
On Memorial Day, we had a pretty rough storm blow through. We lost power at about 3:30. Shortly after, I smelled the unmistakable dreaded burning plastic smell. Narrowed it down to my study, the room with the uverse equip. About 7:30 that evening, the power came back on. No uverse. Went in the study, looked at the router and it had no power. This is where I learned that you don’t get a normal power adapter with the HVG3800, but a dedicated Belkin battery backup that provides the direct power. Pulled it out from under the desk, and there is no question where the burning plastic smell originated. She was dead as a doornail. Well, I need to find out if it’s the battery or something got fried. I have a fairly new personal UPS that has the exact battery that the Belkin takes. And it’s a known good battery (less than 3 months old). Swapped it into the Belkin and still no joy in mudville. Hopped on the internet (thank you cel phone hot spot) and found that the router needs a 12v 3amp max power adapter. Got the ol extras box out and had at least 3. So, plug one into the router and it begins its power up like normal. After a bit, I end up with what looks like normal lights of a successful boot up. I noticed my phone hopped from cel data to my uverse wireless so I immediately knew we had successful wireless broadband connection. Then powered on the TV receivers. After allowing time for boot, both wireless receivers booted up and connected successfully and were both showing live TV. The main receiver/pvr though, said that “uverse service not available”. This connects to the router via on 1 of the 4 local Ethernet ports. When checking for link, I’m not seeing a link lite. Double checked that I had the right cable, double checked the cable with an Ethernet cable tester. Cable is molded boot, not homemade and now verified good. So at this point in the story, it’s almost acceptable. Everything works except and of the PVR functionality. So it’s much better than being completely down.
The following Wednesday I came home and it was completely down again. So I repeated the process that got it going after the power outage last time. Still nothing comes up. And here comes the weirdness. I’m using 3 of the 4 “Local Ethernet” ports on the back of the router. #’s 4, 3, and 1. 4 is the cisco wap that the wireless receivers use. It looks powered up ok and does have a link. Port 3 is the main PVR, cable verified and connection good, still no link and port one is the link from my desktop PC. PC is on, booted up and has no link on the router and no network connection on the PC side. Verify cable, swap cable, still no link. Now the really weird thing, port three which has nothing in it has a solid link lite. So I pull the power on the router wait 10 min, power up the router. Throughout the boot process, the empty port #2 has a solid link lite. When it gets to the end of the boot (broadband=solid green) (service=solid green) (Ethernet=solid green) I still have the same scenario as before the power down. Port 4, the Cisco WAP has a link, 3 the main pvr no link, 2 empty, has link and port 1 from my PC has no link. And I’m completely down now. I can’t replicate what I had initially having internet and TV just no PVR. As I’m troubleshooting this, the router makes the click that it makes during boot, and all the LED’s drop. Only the flashing power. Following the boot process, everything seems normal, it gets to the point with a solid broadband and solid server led for about 20 seconds, then CLICK, and everything drops and were back to flashing power and a new boot cycle. I stayed with this loop for a bit and at one point opened up my phone settings and went to wireless, where you pick the network to join. At points before it router resets, I do see the SSID’s of the router and the cisco wap. I don’t have time to enter the key before it clicks and begins the boot anew. Past experience with power outages and network equipment says that it’s probably the router. It’s wonky because of a power surge, it just needs to be replaced. The evidence that threw me off that trail was everything working ok for 2 days (minus the main PVR) Now I’m leaning towards the surge theory. If you’ve read this far and are considering questions bless you first of all, and secondly, know that this is not a cable issue. I have a ton of extra, still in the baggie cables, each connection was swapped with a known good Ethernet (via an Ethernet cable tester). I feel confident on the physical connectivity. Any suggestions? Thanks for your time, it is appreciated!