topic FTP Uploads causing Plusnet Hub One to crash / disconnect in My Router

FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Wed, 15 Jun 2022 12:47:01 GMT

Hi,

I have a business broadband account and have disconnection problems when uploading to FTP. Every week I upload around 4,500 files to a web server, the total upload size is only around 150MB, made up of lots of small jpg files.

I use FileZilla as the FTP client, I now have set this to a maximum upload bandwidth of 1000KB (8Mb) and six concurrent uploads but it still crashes the router then takes several minutes to reconnect. I suspect this is down to flow control in the hub but it's a real pain. It doesn't happen every time, say two out of every three uploads.

I see that BT customers have had the same problem with the original BT hub (which I think is the same as the Plusnet Hub One), a firmware upgrade solved the problem so just wondering if there's an update for the Plusnet hub? My firmware is:

Plusnet Hub One, Software version 4.7.5.1.83.8.289.1.3, Last updated 15/11/21

Thanks,

Rory

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

MisterW — Wed, 15 Jun 2022 13:28:21 GMT

@RoryG sounds very similar to this thread https://community.plus.net/t5/My-Router/Router-resetting-during-file-transfer/td-p/1858312/page/2

Can you check the event log ? does it just have PPPoE disconnect entries OR does it have any like 'Watchdog reset' ?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Wed, 15 Jun 2022 13:37:41 GMT

Hi MisterW,

It has "Watchdog reset", here's a list of the last times it reset:

20:52:40, 12 Jun.	( 32.800000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:52:25, 12 Jun.	( 18.180000) System start
20:52:25, 12 Jun.	( 18.180000) Boot reason: watchdog reset (cause: 0x2)
22:37:28, 09 Jun.	( 31.950000) System up, firmware version: 4.7.5.1.83.8.289.1.3
22:37:14, 09 Jun.	( 18.030000) System start
22:37:14, 09 Jun.	( 18.030000) Boot reason: watchdog reset (cause: 0x2)
12:32:15, 08 Jun.	( 32.430000) System up, firmware version: 4.7.5.1.83.8.289.1.3
12:32:00, 08 Jun.	( 17.950000) System start
12:32:00, 08 Jun.	( 17.950000) Boot reason: watchdog reset (cause: 0x2)
06:47:33, 05 Jun.	( 32.020000) System up, firmware version: 4.7.5.1.83.8.289.1.3
06:47:19, 05 Jun.	( 18.010000) System start
06:47:19, 05 Jun.	( 18.010000) Boot reason: watchdog reset (cause: 0x2)
01:22:41, 01 Jun.	( 31.230000) System up, firmware version: 4.7.5.1.83.8.289.1.3
01:22:28, 01 Jun.	( 18.460000) System start
01:22:28, 01 Jun.	( 18.460000) Boot reason: watchdog reset (cause: 0x2)
17:28:13, 31 May.	( 33.230000) System up, firmware version: 4.7.5.1.83.8.289.1.3
17:27:58, 31 May.	( 18.090000) System start
17:27:58, 31 May.	( 18.090000) Boot reason: watchdog reset (cause: 0x2)
19:52:34, 21 May.	( 31.780000) System up, firmware version: 4.7.5.1.83.8.289.1.3
19:52:20, 21 May.	( 17.910000) System start
19:52:20, 21 May.	( 17.910000) Boot reason: watchdog reset (cause: 0x2)
09:57:34, 21 May.	( 33.080000) System up, firmware version: 4.7.5.1.83.8.289.1.3
09:57:19, 21 May.	( 18.070000) System start
09:57:19, 21 May.	( 18.070000) Boot reason: watchdog reset (cause: 0x2)

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Wed, 15 Jun 2022 13:40:54 GMT

You can see from the logs it's quite a frequent issue but it only happens when uploading via FTP, I have no issues with the hub apart from the odd dropout.

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

MisterW — Wed, 15 Jun 2022 14:13:23 GMT

@RoryG 'watchdog reset' is usually indicative of a failing unit but seeing as it only seems to happen during FTP upload I'm going to tag one of the product experts to see if he'd like to investigate further

@bobpullen does this need further investigation or is it just a replacement router needed ?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

dvorak — Wed, 15 Jun 2022 14:30:13 GMT

Moderators Note

This topic has been moved from Broadband to My Router

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

bobpullen — Wed, 15 Jun 2022 15:06:18 GMT

@RoryG - can you send me a private message containign your account username please. I'd like to try replacing the unit to begin with. I that does not resolve the problem, then I can look at carrying out some further diagnostics.

Has this always happened?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Wed, 15 Jun 2022 21:34:37 GMT

Thanks bobpullem, PM sent.

It's not always happened. A few months ago I increased the concurrent transfers in FileZilla to 10 instead of the default two, and I think I noticed the issue shortly after that. I have played around with the concurrent transfers and if I dropped it below five it didn't disconnect, however it was painfully slow uploading thousands of small image tiles. I have found five or six to be the sweet spot, and capping the data rate to 1000KB has helped, that's what led me to think it was some kind of flow control issue.

We have noticed the odd dropout when no transfers were taking place, next time that happens I'll check the logs.

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

bobpullen — Thu, 16 Jun 2022 10:36:34 GMT

Replacement shipped so let me know how it goes.

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Fri, 17 Jun 2022 09:29:27 GMT

Many thanks, I'll have another upload next week so I will set FileZilla to 10 concurrent transfers and no bandwidth limit which would make the old router drop out. For info, will the new router have the most recent firmware on it?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Mon, 27 Jun 2022 15:33:48 GMT

Hi Bob, I received the router (thanks), but I couldn't get it set up, it sticks with the account details setup@plus.net (or similar), it didn't pick up my account for some reason. Back on the old router for now

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

MisterW — Mon, 27 Jun 2022 15:41:53 GMT

Sounds like it didnt get assigned to your account during the dispatch process.

Just disconnect and change the credentials to your account & password and then click connect

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Mon, 04 Jul 2022 08:02:55 GMT

Hi MisterW,

Thanks for this, I initially didn't see anywhere to enter my details but found it yesterday. The new router is up and running so will try a multiple file transfer tomorrow.

Thanks again,

Rory

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

bobpullen — Tue, 05 Jul 2022 10:41:50 GMT

@RoryG wrote:

Hi Bob, I received the router (thanks), but I couldn't get it set up, it sticks with the account details setup@plus.net (or similar), it didn't pick up my account for some reason. Back on the old router for now

Odd. I can't see the new device on the management platform either

Does the serial number end '999' and do you know what firmware version it is running (should be shown in the footer of the Hub Manager)?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

bobpullen — Thu, 14 Jul 2022 12:07:13 GMT

@RoryG - just to confirm, did the new hub fix things?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Thu, 08 Sep 2022 07:37:58 GMT

Hi Bob,

Not really, it seemed OK for a bit, however it is restarting regularly and not always when I am doing FTP uploads. Also, when it does reboot it can take an age to sync again, the old router used to restart and sync in about five minutes.

Here's the boot log for August / September:

21:32:32, 07 Sep.	( 28.800000) System up, firmware version: 4.7.5.1.83.8.237.2.2
21:32:16, 07 Sep.	( 13.440000) System start
21:32:16, 07 Sep.	( 13.440000) Boot reason: watchdog reset (cause: 0x2)
08:17:34, 30 Aug.	( 27.880000) System up, firmware version: 4.7.5.1.83.8.237.2.2
08:17:20, 30 Aug.	( 13.690000) System start
08:17:20, 30 Aug.	( 13.690000) Boot reason: watchdog reset (cause: 0x2)
07:07:36, 28 Aug.	( 26.680000) System up, firmware version: 4.7.5.1.83.8.237.2.2
07:07:22, 28 Aug.	( 13.470000) System start
07:07:22, 28 Aug.	( 13.470000) Boot reason: watchdog reset (cause: 0x2)
13:35:18, 23 Aug.	( 29.360000) System up, firmware version: 4.7.5.1.83.8.237.2.2
13:35:02, 23 Aug.	( 13.230000) System start
13:35:02, 23 Aug.	( 13.230000) Boot reason: watchdog reset (cause: 0x2)
03:17:38, 21 Aug.	( 27.660000) System up, firmware version: 4.7.5.1.83.8.237.2.2
03:17:23, 21 Aug.	( 13.320000) System start
03:17:23, 21 Aug.	( 13.320000) Boot reason: watchdog reset (cause: 0x2)
15:37:37, 16 Aug.	( 28.450000) System up, firmware version: 4.7.5.1.83.8.237.2.2
15:37:22, 16 Aug.	( 13.640000) System start
15:37:22, 16 Aug.	( 13.640000) Boot reason: watchdog reset (cause: 0x2)
14:42:37, 15 Aug.	( 28.910000) System up, firmware version: 4.7.5.1.83.8.237.2.2
14:42:22, 15 Aug.	( 13.720000) System start
14:42:22, 15 Aug.	( 13.720000) Boot reason: watchdog reset (cause: 0x2)
12:17:34, 15 Aug.	( 28.400000) System up, firmware version: 4.7.5.1.83.8.237.2.2
12:17:18, 15 Aug.	( 13.150000) System start
12:17:18, 15 Aug.	( 13.150000) Boot reason: watchdog reset (cause: 0x2)
04:52:37, 13 Aug.	( 25.490000) System up, firmware version: 4.7.5.1.83.8.237.2.2
04:52:25, 13 Aug.	( 13.490000) System start
04:52:25, 13 Aug.	( 13.490000) Boot reason: watchdog reset (cause: 0x2)
07:57:34, 11 Aug.	( 27.630000) System up, firmware version: 4.7.5.1.83.8.237.2.2
07:57:19, 11 Aug.	( 13.150000) System start
07:57:19, 11 Aug.	( 13.150000) Boot reason: watchdog reset (cause: 0x2)
19:12:41, 05 Aug.	( 27.700000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:12:26, 05 Aug.	( 13.120000) System start
19:12:26, 05 Aug.	( 13.120000) Boot reason: watchdog reset (cause: 0x2)

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

MisterW — Thu, 08 Sep 2022 07:58:14 GMT

@RoryG that's running pretty old firmware!

@bobpullen tagged for visibility

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Thu, 08 Sep 2022 08:02:39 GMT

I thought it must be, when I tried to copy the settings from my old router it said "incompatible file" and would not import. I thought firmware updates were automatic over the wire? That's the firmware that was on it when Bob sent it up.

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

bobpullen — Thu, 08 Sep 2022 11:59:45 GMT

I don't understand how a hub running 4.7.5.1.83.8.237.2.2 can even have left the warehouse. Are you 100% sure that's the newly dispatched one?

Re: FTP Uploads causing Plusnet Hub One to crash / disconnect

RoryG — Sat, 10 Sep 2022 11:06:27 GMT

Hi Bob, yes that's the one I received from you. It seems to be restarting on an almost daily basis now:

18:07:36, 09 Sep.	( 28.080000) System up, firmware version: 4.7.5.1.83.8.237.2.2
18:07:21, 09 Sep.	( 13.690000) System start
18:07:21, 09 Sep.	( 13.690000) Boot reason: watchdog reset (cause: 0x2)
18:32:35, 08 Sep.	( 28.500000) System up, firmware version: 4.7.5.1.83.8.237.2.2
18:32:19, 08 Sep.	( 13.230000) System start
18:32:19, 08 Sep.	( 13.230000) Boot reason: watchdog reset (cause: 0x2)
10:32:38, 08 Sep.	( 28.090000) System up, firmware version: 4.7.5.1.83.8.237.2.2
10:32:23, 08 Sep.	( 13.410000) System start
10:32:23, 08 Sep.	( 13.410000) Boot reason: watchdog reset (cause: 0x2)
21:32:32, 07 Sep.	( 28.800000) System up, firmware version: 4.7.5.1.83.8.237.2.2
21:32:16, 07 Sep.	( 13.440000) System start
21:32:16, 07 Sep.	( 13.440000) Boot reason: watchdog reset (cause: 0x2)