topic Re: Router resetting during file transfer in My Router

Router resetting during file transfer

HsdItUp3m6qbgRJ — Tue, 22 Feb 2022 15:24:55 GMT

In the past two weeks I have suddenly been unable to copy files over VPN connected from my place of work.

I have had no trouble transferring files since I moved home in September 2021.

The router appears to simply stop working after a few hundred MB of data. The lights go orange, then after a minute or so it reboots.

The log contains messages similar to "( 17.800000) Boot reason: watchdog reset (cause: 0x0)" which seem to coincide with these episodes.

Any suggestions on how to stop this happening would be appreciated!

Re: Router resetting during file transfer

Baldrick1 — Tue, 22 Feb 2022 16:30:01 GMT

@HsdItUp3m6qbgRJ Welcome to the forum.

A watchdog reset is generally a symptom of a hub going on the blink.

How far away are you from a recontract? Hopefully a staffer will come along and agree to send you a free replacement.

Whatever you do don't agree to spend £100 on a Plusnet hub. Get a BT Smarthub for under £20. You will find the settings and other information pinned to the top of the router board.

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Tue, 22 Feb 2022 18:15:15 GMT

Hub going on the blink doesn't sound encouraging. Though it would explain the sudden onset.

I'd guess there's about a year to go on contract. I'd certainly not be wanting to pay to replace faulty that's less than a year old. I've got a third party router I can fall back on if needs be.

Re: Router resetting during file transfer

Baldrick1 — Tue, 22 Feb 2022 20:43:57 GMT

@HsdItUp3m6qbgRJ

There’s a 12 month guarantee on these hubs.

Re: Router resetting during file transfer

LaurenB — Wed, 23 Feb 2022 14:26:17 GMT

Hiya @HsdItUp3m6qbgRJ, thanks for getting in touch.

I'm really sorry for the problems that you have been experiencing with your service and for the issues this is causing to your work! I'd let to help get this sorted for you.

Can you please pop me over a PM with your account username so that I can take a further look at this for you? (to send a PM, click on my name and then to the right, there will be a grey button to 'send private message' and in the message please include a link to this thread)

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Thu, 10 Mar 2022 10:02:21 GMT

Despite being promised that a replacement router would be dispatched two weeks ago, nothing has been received.

Re: Router resetting during file transfer

adam945 — Thu, 10 Mar 2022 12:36:20 GMT

Hello @HsdItUp3m6qbgRJ

I've just responded to the PM that you sent my colleague Adam if you'd like to have a look.

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Wed, 16 Mar 2022 13:27:13 GMT

Thanks for getting router sent out.

Sadly, the problem persists. Although I managed to transfer nearly 1GB before the router <censored> out.

Moderator's note : Removed word missed by swear filter, edited as per Forum rules.

Re: Router resetting during file transfer

Dan_the_Van — Mon, 14 Mar 2022 11:56:41 GMT

Hi,

couple of thoughts

Are you transferring via wifi, if yes try a wired connection.

Are you able to slow the upload rate, there maybe a buffering issue.

Dan.

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Mon, 14 Mar 2022 12:38:43 GMT

Hi Dan

I use a wired connection.

The transfer rate is already around 5 MB/s so cannot see why it would cause a buffering issue.

I can download from internet much faster without issue.

I shall have to dig out the third party router I used before I moved in here, which worked fine on Plusnet for six years at my previous address.

Re: Router resetting during file transfer

LaurenB — Mon, 14 Mar 2022 16:59:55 GMT

Good Afternoon @HsdItUp3m6qbgRJ, thanks for getting back to us and for the info. I'm really sorry that a new router has not resolved the issues.

I have retested your line today and a phone line fault (battery contact) is being detected externally and quite likely the cause of the issues you're having.

I have raised this to our suppliers for you and created a fault ticket here for you: https://www.plus.net/wizard/?p=view_question&id=222795311 where updates will be added. We can expect a further update within the next 48-72 hours.

I'm really sorry for the disruption caused in the meantime

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Mon, 14 Mar 2022 17:44:17 GMT

Hi Lauren

Thanks for raising the fault.

Look forward to future updates in the next few days.

Re: Router resetting during file transfer

bobpullen — Mon, 14 Mar 2022 20:43:11 GMT

@HsdItUp3m6qbgRJ - are you able to provide more detail about what VPN connection you are using e.g. what VPN is it? How it is configured? What machine are you transferring the files from? Where are they being transferred from/to? etc.

If this is happening across two separate Hub Ones, then it implies a wider issue and I'd be interested in trying to replicate it.

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Wed, 16 Mar 2022 09:21:38 GMT

Hi Bob

VPN is bog-standard Windows VPN, connecting to my place of work. I'm attempting to transfer MP4 files which are generally >2GB.

As I have mentioned before, I was able to transfer files fine until recently. And from start of first lockdown until September last year (when I moved to my current address), I had no trouble whatsoever using Plusnet FTC.

Please PM me if you need more technical detail.

Re: Router resetting during file transfer

bobpullen — Wed, 16 Mar 2022 09:29:45 GMT

Your hub firmware was updated around mid December last year.

I don't suppose this co-incides with the start of the problem?

Where are the files being transferred from/to? i.e. are they being transferred between network locations on the VPN, or are you transferring from the VPN to your local machine?

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Wed, 16 Mar 2022 09:44:29 GMT

The files are being transferred vis VPN from a file server at work to my local drive.

I only noticed things weren't working as expected around the beginning of February.

I tried a transfer on new router before the firware was updated, which also failed.

Re: Router resetting during file transfer

bobpullen — Wed, 16 Mar 2022 20:35:28 GMT

OK, thanks - that rules out the firmware then.

I'll take a more detailed look at your router when I get a second to see if there's anything in the detailed logs that provides any pointers.

If you go into your Windows VPN settings, are you able to share the detail under 'Advanced Settings'? (feel free to private message me if you're not comfortable sharing here)

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Wed, 16 Mar 2022 22:30:41 GMT

Hi Bob

Not sure what information you're after, but I very much doubt Windows 11 Advanced Options will tell you anything useful.

Re: Router resetting during file transfer

bobpullen — Wed, 16 Mar 2022 22:59:44 GMT

It tells me that it differs to the native VPN conection on my own laptop that is using EAP authentication rather than the username and password you seem to be using.

Any proxy configuration?

Re: Router resetting during file transfer

HsdItUp3m6qbgRJ — Thu, 17 Mar 2022 07:49:53 GMT

Hi Bob

No, there's no proxy.

I've tried a couple of times this morning to transfer some data, unsurprisingly without success.

If I'm parsing the logs correctly, it appears the router spontaneously disconnected:

First attempt

07:12:05, 17 Mar. (217184.620000) PPPoE is down after 285 minutes uptime [Disconnected]
07:12:02, 17 Mar. (217182.290000) PPP LCP Send Termination Request [PPPoE PADT received]

Second attempt

07:18:25, 17 Mar. (217565.260000) PPPoE is down after 5 minutes uptime [Disconnected]
07:18:23, 17 Mar. (217562.680000) PPP LCP Send Termination Request [PPPoE PADT received]

And the "PPPoE PADT received" leads me to

https://community.plus.net/t5/Fibre-Broadband/PPP-LCP-Send-Termination-Request-User-request/td-p/1416153

And I'm guessing the fix that you were applying on a case-by-case basis is now baked into current firmware.

On Tuesday evening I tried to get my venerable DrayTek Vigor 2820n working, but it wouldn't connect, despite appearing to have the correct settings.