Broadband keeps dropping out (Error Watchdog Reset)

[#1]

Hi All,

I've been having problems with the broadband connection dropping several times a day. On inspection of the event log I'm getting the following error:  Boot reason: watchdog reset (cause: 0x3).

Software version 4.7.5.1.83.8.263 | Last updated 08/06/19. Would a firmware update help?

Any insight would be appreciated.

 Cheers

Dave

Recorded events

Time and date Message

16:44:34, 19 Apr.	( 30.970000) System up, firmware version: 4.7.5.1.83.8.263
16:44:21, 19 Apr.	( 18.200000) System start
00:32:24, 18 Apr.	( 32.890000) System up, firmware version: 4.7.5.1.83.8.263
00:32:08, 18 Apr.	( 17.710000) System start
00:32:08, 18 Apr.	( 17.710000) Boot reason: watchdog reset (cause: 0x3)
20:59:48, 17 Apr.	( 33.010000) System up, firmware version: 4.7.5.1.83.8.263
20:59:33, 17 Apr.	( 17.930000) System start
20:59:33, 17 Apr.	( 17.930000) Boot reason: watchdog reset (cause: 0x3)
05:59:59, 17 Apr.	( 32.910000) System up, firmware version: 4.7.5.1.83.8.263
05:59:44, 17 Apr.	( 18.210000) System start
05:59:44, 17 Apr.	( 18.210000) Boot reason: watchdog reset (cause: 0x3)
04:24:33, 17 Apr.	( 32.290000) System up, firmware version: 4.7.5.1.83.8.263
04:24:18, 17 Apr.	( 17.740000) System start
04:24:18, 17 Apr.	<<<<<<<<<<<<<<<<<<<< Limit of boot log >>>>>>>>>>>>>>>>>>>>
04:24:18, 17 Apr.	( 17.740000) Boot reason: watchdog reset (cause: 0x3)
13:04:16, 12 Apr.	( 33.140000) System up, firmware version: 4.7.5.1.83.8.263
13:04:01, 12 Apr.	( 18.080000) System start
13:04:01, 12 Apr.	( 18.080000) Boot reason: watchdog reset (cause: 0x3)
23:38:12, 09 Apr.	( 32.380000) System up, firmware version: 4.7.5.1.83.8.263
23:37:57, 09 Apr.	( 17.710000) System start
23:37:57, 09 Apr.	( 17.700000) Boot reason: watchdog reset (cause: 0x3)
22:50:28, 06 Apr.	( 32.600000) System up, firmware version: 4.7.5.1.83.8.263
22:50:13, 06 Apr.	( 17.840000) System start
22:50:13, 06 Apr.	( 17.840000) Boot reason: watchdog reset (cause: 0x3)
21:53:56, 01 Apr.	( 32.800000) System up, firmware version: 4.7.5.1.83.8.263
21:53:41, 01 Apr.	( 18.200000) System start
21:53:41, 01 Apr.	( 18.200000) Boot reason: watchdog reset (cause: 0x3)
21:13:02, 01 Apr.	( 33.680000) System up, firmware version: 4.7.5.1.83.8.263
21:12:46, 01 Apr.	( 18.170000) System start
21:12:46, 01 Apr.	( 18.160000) Boot reason: watchdog reset (cause: 0x3)
20:40:45, 01 Apr.	( 32.790000) System up, firmware version: 4.7.5.1.83.8.263
20:40:30, 01 Apr.	( 17.800000) System start
20:40:30, 01 Apr.	( 17.800000) Boot reason: watchdog reset (cause: 0x3)

[#2]

@DavidYemm63

Hi there, I have ran some tests and it has come back with a potential line fault. Could you please follow thesetroubleshooting steps and ensure you're in the test socket so we can run further testing? I have also attached your results on this forum for you

[#3]

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1613
Description	Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	12.9 Mbps
Upstream Speed	4.2 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	936.0
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	From01:45to13:30
Interference Location	Customer Premise
Interference Observed In Days	0
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-04-07T14:00:00

[#4]

As advised I've carried out all the troubleshooting steps and found no issues.

[#5]

Thanks for checking this from your side @DavidYemm63

I have raised fault ticket on your account. We will need to send an engineer out to fix this.

[#6]

Engineer called today. First test on the line he said it failed in pretty much every respect. Every subsequent test he ran showed no fault at all. Went through everything and found a wire in the junction box had been flattened. However he advised this problem usually revealed itself within a few days or so of an engineer visit when they pinch a wire screwing the cover back on, not over a year later. He then returned later in the day with a lift and renewed the connections up the pole. The guy really went the extra mile to help. However as soon as he'd left the transfer rates dropped from 30+ mb/s to around 20mb/s and this evening the connection has started dropping out again with the same error message. 

Would a bad line cause the router to keep rebooting or would the connection just be dropped. I ask because when it happens the router reboots every time. So I'm wondering whether the router is at fault

[#7]

@DavidYemm63 those watchdog resets are indicative of a hardware fault. I've arranged shipment of a replacement router for you. Should hopefully arrive before the week is out.

[#8]

Thank you for the quick reply. The offer of a new router is very much appreciated. I'll post back on here once I've installed it

[#9 · Accepted solution]

Had the new router up and running a few days now and haven't experienced any drop outs at all.

Thanks for all your help

[#10]

Glad to hear it!