topic Re: Router has started randomly restarting multiple times a day in My Router

Router has started randomly restarting multiple times a day

Tim100 — Thu, 01 Dec 2022 15:04:27 GMT

After years of reliable performance, my Plusnet Hub One has started restarting multiple times a day. My first thought was the power adapter - however, I swapped this and the problem continued. I even tried inserting a UPS in case there was an issue with the mains supply - however the problem still continued.

There are no messages in the log indicating that the remote end has gone down - it just shows a "System start" message and then the router comes back up -

07:49:14, 01 Dec.	( 34.840000) 5 GHz Wireless: Rescan, Reason: 'Power-up'
07:49:12, 01 Dec.	( 33.480000) WiFi auto selected channel 1
07:49:12, 01 Dec.	( 33.480000)
07:49:12, 01 Dec.	( 33.480000) 2.4 GHz Wireless: Rescan, Reason: 'Power-up'
07:49:12, 01 Dec.	( 33.480000) Wire Lan Port 4 up
07:49:12, 01 Dec.	( 33.480000) Wire Lan Port 3 up
07:49:12, 01 Dec.	( 33.480000) Wire Lan Port 2 up
07:49:12, 01 Dec.	( 33.480000) Wire Lan Port 1 up
07:49:12, 01 Dec.	( 32.870000) WAN Auto-sensing running.
07:49:08, 01 Dec.	( 29.810000) System up, firmware version: 4.7.5.1.83.8.289.1.3
07:48:57, 01 Dec.	( 18.620000) System start
07:11:16, 01 Dec.	( 147.370000) NTP synchronization success!
07:11:12, 01 Dec.	( 143.540000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
07:11:12, 01 Dec.	( 143.540000) CWMP: Session start now. Event code(s): '1 BOOT'
07:11:10, 01 Dec.	( 142.060000) NTP synchronization start
07:11:08, 01 Dec.	( 140.040000) WAN operating mode is VDSL

There doesn't seem to be any recent software updates (Software version 4.7.5.1.83.8.289.1.3 | Last updated 13/12/21) so does this sound like a hardware issue?

Many Thanks

Tim Skinner

Re: Router has started randomly restarting multiple times a day

Baldrick1 — Fri, 02 Dec 2022 10:55:08 GMT

@Tim100

More useful is the part of the event log showing it stopping. Is there a reason? Also what are the hub lights doing immediately it stops?

Re: Router has started randomly restarting multiple times a day

Tim100 — Fri, 02 Dec 2022 11:46:31 GMT

There is nothing in the log just prior to it stopping - it's happily handling traffic and then the next thing in the log is when the router is coming back up. Here's another one from this morning - the last thing prior to the router restarting is an NTP sync message some 20 minutes beforehand. If it were a line issue I would expect to see something about the ADSL link going down - but there's nothing. Hence I'm thinking it looks like hardware.

07:21:15, 02 Dec.	( 33.440000) 2.4 GHz Wireless: Rescan, Reason: 'Power-up'
07:21:15, 02 Dec.	( 33.440000) Wire Lan Port 4 up
07:21:15, 02 Dec.	( 33.440000) Wire Lan Port 3 up
07:21:15, 02 Dec.	( 33.440000) Wire Lan Port 2 up
07:21:15, 02 Dec.	( 33.440000) Wire Lan Port 1 up
07:21:14, 02 Dec.	( 32.810000) WAN Auto-sensing running.
07:21:10, 02 Dec.	( 28.750000) System up, firmware version: 4.7.5.1.83.8.289.1.3
07:21:00, 02 Dec.	( 18.630000) System start
06:58:34, 02 Dec.	( 147.230000) NTP synchronization success!
06:58:34, 02 Dec.	IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [3.65.95.68]:8886->[81.174.242.168]:40735 on ppp3)
06:58:33, 02 Dec.	BLOCKED 3 more packets (because of Default policy)
06:58:33, 02 Dec.	BLOCKED 2 more packets (because of Default policy)
06:58:33, 02 Dec.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.0.31]:49164->[52.214.227.89]:443 on ppp3)
06:58:33, 02 Dec.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.0.59]:40319->[52.16.104.93]:443 on ppp3)
06:58:33, 02 Dec.	IN: BLOCK [15] Default policy (TCP [142.250.200.34]:443->[81.174.242.168]:46456 on ppp3)
06:58:33, 02 Dec.	OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.0.25]:57095->[54.221.40.154]:443 on ppp3)

So far, every time I've gone to inspect the router when it has gone down, the main light is red whilst it is going through it's normal boot up sequence - however, as the router is not in the same room as where I'm working, I never get to see the lights immediately it goes down.

In case it is relevant, I don't use the wifi on the router so it's switched off - I use a Netgear Orbi Pro system in AP mode for wifi (so the wifi LED is always red).

Re: Router has started randomly restarting multiple times a day

Baldrick1 — Fri, 02 Dec 2022 13:03:17 GMT

@Tim100
This sounds like a hub or power supply problem. Are you sure that you get a red, not orange light when it’s starting? The only other thing that you can do is try a factory reset by pushing a paperclip or similar in the reset hole. Hold the switch closed for about 25 seconds.

Otherwise it’s a case of waiting for a member of Plusnet staff to come along and comment or ringing in.

Re: Router has started randomly restarting multiple times a day

willcutforth — Tue, 06 Dec 2022 12:29:21 GMT

Hey there @Tim100 sorry about the delay in getting back to you, we're super busy at the minute. We can look at getting you a new router sent out if you would like? It would be a hub two though.

Re: Router has started randomly restarting multiple times a day

Tim100 — Tue, 06 Dec 2022 12:59:48 GMT

Yes please Will - that would be great (I'm on my third reboot of the day so far)!