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Service Down After Power Outtage (Long) Any suggestions??

Contributor

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!

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Message 1 of 5
ACE - Expert

Re: Service Down After Power Outtage (Long) Any suggestions??

I'd say your 3800 suffered some damage when the Belkin Unit was fried and probably should be replaced.  You might could limp by by connecting a Gigabit Switch (such as a Netgear GS108) to the remaining functional port on the 3800 and connecting everything else to it, but I don't recommend it.

 

Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve this situation. You can expect a reply via return PM (the blue envelope envelope  in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

 

BTW, thought I'd warn you that the Belkin BBU basically became yours when you got it, so replacing it is your responsibility.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 5
Contributor

Re: Service Down After Power Outtage (Long) Any suggestions??

I think I broke the cardinal forum sin by posting a problem and then not following up.Guilty.  Crazy week at work where you just work and sleep, nothign else lol.  Anyway first off thank you JefferMC for your quick response, I really appreciate it. I apoligize for just now updating this issue.

 

And just like JefferMC theorized the 3800 had obviously succumbed to a surge of some sort. The link light on port 3 of the ethernet ports stayed lit even while empty. And although I had a link from the Cisco Access point, the wireless receivers did not see the access point when trying to restart. I did get smart and configure a couple of my devices with static IP's and that atcually allowed me to get internet, so that was better than having nothing at all. 

 

A ticket was opened on Monday, June 1st and after troubleshooting it was determined that it was a faulty gateway.  ATT ordered a new router and battery backup to be delivered yesterday the 3rd.  It arrived as promised. Took me about 10 minutes to unbox and setup and within 20 minutes I had all services restored but 1. I really must give ATT kudo's for their prompt attention, the service call was quick and effective. One thing I really want to give the support tech an 'attaboy' is the fact that he actually really listened to what I was telling him. I  had told him exactly what I had done to that point, and we troubleshot (is that a word?) from there. Most tech custome service calls, I swear they would have asked me to clear my browser cache lol.

 

Anyway, I'm stuck with one lone problem. Internet is ok, Phones are ok, 2 wireless receivers are ok, but my main PVR the Motorola VIP2250 stops at a screen that just has a "gear" logo. It sits there for about 20 min then goes to a screen that has a red X and says to go to (i cant remember the url) website to trouble shoot.  From that point I can't use the power button to reset or turn off. The only way to restart it is unplug. Replugging causes the same loop.  Is there any kind of reset that I can press to get it going or is it probably bad too?  I am calling in to svc in a bout 2 hours to update them on this. If anyone knows a secret combination to reset it between now and then, I'd be obliged.  If not I feel sure that att service will get it going one way or the other once I can break away and call them.

 

Again, thanks for your help, it's appreciated!

Message 3 of 5
Expert

Re: Service Down After Power Outtage (Long) Any suggestions??

@Mmmbacon  Sounds like the DVR got zapped, w/red X, at same time, can call in and have them drop ship a DVR, but you will lose all recordings. Smiley Wink

 

Chris
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Message 4 of 5
ACE - Expert

Re: Service Down After Power Outtage (Long) Any suggestions??


@Mmmbacon wrote:

...

Anyway, I'm stuck with one lone problem. Internet is ok, Phones are ok, 2 wireless receivers are ok, but my main PVR the Motorola VIP2250 stops at a screen that just has a "gear" logo. It sits there for about 20 min then goes to a screen that has a red X and says to go to (i cant remember the url) website to trouble shoot.  From that point I can't use the power button to reset or turn off. The only way to restart it is unplug. Replugging causes the same loop.  Is there any kind of reset that I can press to get it going or is it probably bad too?  I am calling in to svc in a bout 2 hours to update them on this. If anyone knows a secret combination to reset it between now and then, I'd be obliged.  If not I feel sure that att service will get it going one way or the other once I can break away and call them.

 

Again, thanks for your help, it's appreciated!


It may well have been totally fried by the power surge.  You can try doing a non-destructive disaster recovery on it by unplugging it, letting it boot up to the three dots screen, then unplugging it again, when the three dots appear for the third time, allow it to continue to the gears.  It will try to rebuild the disk structure and afterwards may go back to normal. If you still get a Red X, you can try the full DR (at a cost of all your recordings).  At that point I'd probably just let them replace it, as you're going to lose all your recordings anyway and the DVR may be sketchy.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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