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Regular disconnects and resets 1-2am

timbearcub
Hooked
Posts: 8
Thanks: 1
Registered: ‎03-04-2019

Regular disconnects and resets 1-2am

I'm getting the router go down, flash green/orange, and then reconnect 5 minutes later pretty much every night or so. Usually at the same time - around 1-2am, just happened this morning at 2:30.

Odd because apart from browsing nothing much is happening on the network, no big usage AFAIK, the Wifi disappears for a minute or so, then comes back, status page says 'Disconnected' for connection, then I press connect or it reconnects automatically a few minutes later.

It's really annoying cos everything grinds to a halt for 5-10 minutes. Is there some system update or reset happening at that time? It's almost like clockwork.

I'm on Ultimate Fibre, with a Plusnet Hub One and a modern master socket - the line was moved a few months ago, but had no problems since, line seems OK - I have a dial tone when this happens, I check.

12 REPLIES 12
timbearcub
Hooked
Posts: 8
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Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

P.S. your fault reporting/troubleshooting system is broken! I get

"Error
Sorry, we are not able to complete this request at the moment, please try again later.

Go Back"

Tried a few times....

EDIT: Worked out that oddly uBlock Origin is blocking it...

BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Regular disconnects and resets 1-2am

Hi @timbearcub and welcome to the Community Forums.
I'm sorry to hear you're having conenction issues and when checking your conenction from this side there certainly seems to be something out of place somewhere shown on the graph below and the drops occuring from time to time.

 

When testing your conenction however everything is looking spot on to the rotuer with the full 40Mbps downlaod and 10Mbps showing and no signs of errors. Your line is testing fine also with no issues found. 
I'd advise then, so we can hopefully get to the bottom of what's causing the intermittent drops you're seeing to run through a few troubleshoot steps your side which will rule out a few internal factors that could be behind this.

I'd recommend starting with basic checks here: http://goo.gl/p2tpvL

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
(Given the frequency of drops it may take 24-48 hours of monitoring in this set-up to see if the intermittent issue perissts if not apparent straight away.)

Let us know how it goes.

 Ben Devine
 Plusnet Help Team - Sheffield
DS
Champion
Posts: 2,187
Thanks: 456
Fixes: 22
Registered: ‎06-01-2017

Re: Regular disconnects and resets 1-2am

the Wifi disappears for a minute or so, then comes back, status page says 'Disconnected' for connection, then I press connect or it reconnects automatically a few minutes later.

Ok, this bit has got my attention. Whilst the router is rebooting, it might drop the wifi for a short time. You shouldn't have to reconnect to it as this should be automatic. Does it only drop the wifi during the hub rebooting?

 

edit. you could be on an old software version on your hub too. Log in to the router http://192.168.1.254 and go to the bottom of the page, what software version are you on and what's the date showing to the side of it?

timbearcub
Hooked
Posts: 8
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Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

It says Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated 08/03/19

Yes the wifi drops during the router going down only I think - what's slightly complicated is I have a Time Machine (which doesn't seem to be doing anything during these periods, and indeed was switched off for most of the last few weeks) which then my Mac connects to automatically - I have to switch back to my Plusnet router wifi.

But indeed the Plusnet wifi disappears for a while from the wifi dropdown menu, and comes back about a minute later.

So I have to switch back to it - but as the TM is connected to the router via ethernet, I can immediately check the router page, but of course all internet is lost during this period.

timbearcub
Hooked
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Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

And indeed as just happened earlier despite following the text from PN - I already have the filter plugged into the test socket (the direct socket via the faceplate stopped working?) and now only have the router plugged in, no phone.

Still did a disconnect/reset at 6:30pm.

DS
Champion
Posts: 2,187
Thanks: 456
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Registered: ‎06-01-2017

Re: Regular disconnects and resets 1-2am

Ok, you're actually on the newest software version.

I can't help you with the TM eitherUndecided

I wouldn't have thought the Mac would try to connect to something that isn't switched on!Huh

I'd of thought it would automatically connect to the router.

 

Might be worth seeing if a Mac and/or TM user gives any advice for you.

 

The wifi disappearing is more of a concern, as I too had the same, but on a windows 10 laptop, also via the same software version you're on... hmm?

In my case, I had to connect the laptop via ethernet, do some windows updates and then the wifi 'reappeared'.

 

edit. Being as you're connected to the test point and it's still dropping, you need PN to step in to assist

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,174
Thanks: 1,047
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Registered: ‎01-01-2012

Re: Regular disconnects and resets 1-2am

Thanks for getting back to us.

When the connection dropped did the router lights go red?

If you could provide router logs from around that time we can advise further.

You can do this by going to http://192.168.1.254 and click 'Helpdesk' then 'Event Log'

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
timbearcub
Hooked
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Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

They went solid orange - or is that red? Looks orange to me - and flashed orange for a while. I didn't see the red 'B' that sometimes appears, just the flashing. Then green > blue.

Here you go: 

18:42:29, 03 Apr. ( 548.690000) Device disconnected: Hostname: tims-​airport-​time-​capsule IP: 192.168.1.71 MAC: 00:26:bb:6d:f4:ba
18:39:53, 03 Apr. ( 393.080000) Device disconnected: Hostname: PureRadio IP: 192.168.1.67 MAC: 00:08:54:70:2f:45
18:37:11, 03 Apr. ( 231.230000) Lease for IP 192.168.1.64 renewed by host timsnewmac (MAC a0:99:9b:17:21:f1). Lease duration: 1440 min
18:37:11, 03 Apr. ( 231.230000) Device connected: Hostname: timsnewmac IP: 192.168.1.64 MAC: a0:99:9b:17:21:f1 Lease time: 1440 min. Link rate: 234.0 Mbps
18:37:11, 03 Apr. ( 231.150000) Lease requested
18:37:05, 03 Apr. ath10: STA a0:99:9b:17:21:f1 IEEE 802.11: Client associated
18:36:04, 03 Apr. ( 164.250000) Admin login successful by 192.168.1.64 on HTTP
18:35:50, 03 Apr. ( 150.260000) Lease for IP 192.168.1.69 renewed by host iPad (MAC 40:30:04:a0:4d:b2). Lease duration: 1440 min
18:35:50, 03 Apr. ( 150.260000) Device connected: Hostname: iPad IP: 192.168.1.69 MAC: 40:30:04:a0:4d:b2 Lease time: 1440 min. Link rate: 11.0 Mbps
18:35:50, 03 Apr. ( 150.190000) Lease requested
18:35:50, 03 Apr. ath10: STA 40:30:04:a0:4d:b2 IEEE 802.11: Client associated
18:35:47, 03 Apr. ( 147.330000) CWMP: session completed successfully
18:35:47, 03 Apr. ( 147.150000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
18:35:43, 03 Apr. ( 143.400000) NTP synchronization success!
18:35:38, 03 Apr. ( 138.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
18:35:38, 03 Apr. ( 138.160000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
18:35:37, 03 Apr. ( 137.310000) NTP synchronization start
18:35:36, 03 Apr. ( 135.990000) WAN operating mode is VDSL
18:35:36, 03 Apr. ( 135.990000) Last WAN operating mode was VDSL
18:35:35, 03 Apr. ( 134.500000) PPP IPCP Receive Configuration ACK
18:35:35, 03 Apr. ( 134.490000) PPP IPCP Send Configuration Request
18:35:35, 03 Apr. ( 134.480000) PPP IPCP Receive Configuration NAK
18:35:35, 03 Apr. ( 134.480000) PPP IPCP Send Configuration ACK
18:35:35, 03 Apr. ( 134.480000) PPP IPCP Receive Configuration Request
18:35:35, 03 Apr. ( 134.480000) PPP IPCP Send Configuration Request
18:35:33, 03 Apr. ( 133.250000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=21.7dB, Up=23.0dB
18:35:33, 03 Apr. ( 133.240000) CHAP authentication successful
18:35:33, 03 Apr. ( 133.100000) CHAP Receive Challenge
18:35:33, 03 Apr. ( 133.100000) Starting CHAP authentication with peer
18:35:33, 03 Apr. ( 133.100000) PPP LCP Receive Configuration ACK
18:35:33, 03 Apr. ( 133.090000) PPP LCP Send Configuration Request
18:35:33, 03 Apr. ( 133.090000) PPP LCP Receive Configuration Reject
18:35:33, 03 Apr. ( 133.090000) PPP LCP Send Configuration ACK
18:35:33, 03 Apr. ( 133.090000) PPP LCP Receive Configuration Request
18:35:33, 03 Apr. ( 133.090000) PPP LCP Send Configuration Request
18:35:20, 03 Apr. ( 119.740000) New GUI session from IP 192.168.1.64
18:34:57, 03 Apr. ( 96.710000) Lease for IP 192.168.1.64 renewed by host timsnewmac (MAC a0:99:9b:17:21:f1). Lease duration: 1440 min
18:34:57, 03 Apr. ( 96.710000) Device connected: Hostname: timsnewmac IP: 192.168.1.64 MAC: a0:99:9b:17:21:f1 Lease time: 1440 min. Link rate: 1000.0 Mbps
18:34:57, 03 Apr. ( 96.630000) Lease requested
18:34:56, 03 Apr. ( 95.850000) Host timsnewmac (MAC a0:99:9b:17:21:f1) using IP 192.168.1.64 detected on interface eth0, port 0
18:34:53, 03 Apr. ath10: STA a0:99:9b:17:21:f1 IEEE 802.11: Client disassociated
18:34:43, 03 Apr. ( 83.340000) PTM over DSL is up
18:34:36, 03 Apr. ( 75.710000) CWMP: session closed due to error: Could not resolve host
18:34:36, 03 Apr. ( 75.670000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
18:34:36, 03 Apr. ( 75.670000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
18:34:20, 03 Apr. ( 59.970000) Lease for IP 192.168.1.66 renewed by host android-​eb5b47cc1d59d6b2 (MAC 00:34:da:0f:6e:dc). Lease duration: 1440 min
18:34:20, 03 Apr. ( 59.970000) Device connected: Hostname: android-​eb5b47cc1d59d6b2 IP: 192.168.1.66 MAC: 00:34:da:0f:6e:dc Lease time: 1440 min. Link rate: 6.0 Mbps
18:34:20, 03 Apr. ( 59.890000) Lease requested
18:34:18, 03 Apr. ( 57.820000) Lease for IP 192.168.1.66 renewed by host android-​eb5b47cc1d59d6b2 (MAC 00:34:da:0f:6e:dc). Lease duration: 1440 min
18:34:18, 03 Apr. ( 57.820000) Device connected: Hostname: android-​eb5b47cc1d59d6b2 IP: 192.168.1.66 MAC: 00:34:da:0f:6e:dc Lease time: 1440 min. Link rate: 6.0 Mbps
18:34:18, 03 Apr. ( 57.750000) Lease requested
18:34:17, 03 Apr. ath10: STA 00:34:da:0f:6e:dc IEEE 802.11: Client associated
18:34:16, 03 Apr. ( 55.780000) Lease for IP 192.168.1.64 renewed by host timsnewmac (MAC a0:99:9b:17:21:f1). Lease duration: 1440 min
18:34:16, 03 Apr. ( 55.780000) Device connected: Hostname: timsnewmac IP: 192.168.1.64 MAC: a0:99:9b:17:21:f1 Lease time: 1440 min. Link rate: 87.8 Mbps
18:34:16, 03 Apr. ( 55.700000) Lease requested
18:34:15, 03 Apr. ( 55.400000) Lease for IP 192.168.1.65 renewed by host amazon-​c0ba962cc (MAC 78:e1:03:8c:fe:57). Lease duration: 1440 min
18:34:15, 03 Apr. ( 55.400000) Device connected: Hostname: amazon-​c0ba962cc IP: 192.168.1.65 MAC: 78:e1:03:8c:fe:57 Lease time: 1440 min. Link rate: 6.0 Mbps
18:34:15, 03 Apr. ( 55.330000) Lease requested
18:34:11, 03 Apr. ( 51.050000) Lease for IP 192.168.1.65 renewed by host amazon-​c0ba962cc (MAC 78:e1:03:8c:fe:57). Lease duration: 1440 min
18:34:11, 03 Apr. ( 51.050000) Device connected: Hostname: amazon-​c0ba962cc IP: 192.168.1.65 MAC: 78:e1:03:8c:fe:57 Lease time: 1440 min. Link rate: 6.0 Mbps
18:34:11, 03 Apr. ( 50.980000) Lease requested
18:34:10, 03 Apr. ath10: STA 78:e1:03:8c:fe:57 IEEE 802.11: Client associated
18:34:06, 03 Apr. ath00: STA 00:17:a4:7d:d3:92 IEEE 802.11: Client associated
18:34:05, 03 Apr. ( 45.290000) Lease for IP 192.168.1.80 renewed by host coreon (MAC 7c:dd:90:91:c1:d8). Lease duration: 1440 min
18:34:05, 03 Apr. ( 45.290000) Device connected: Hostname: coreon IP: 192.168.1.80 MAC: 7c:dd:90:91:c1:d8 Lease time: 1440 min. Link rate: 104.0 Mbps
18:34:05, 03 Apr. ( 45.200000) CWMP: session closed due to error: Could not resolve host
18:34:05, 03 Apr. ( 45.200000) Lease requested
18:34:04, 03 Apr. ath10: STA a0:99:9b:17:21:f1 IEEE 802.11: Client associated
18:34:04, 03 Apr. ath00: STA 7c:dd:90:91:c1:d8 IEEE 802.11: Client associated
18:34:03, 03 Apr. ( 43.150000) Lease for IP 192.168.1.71 renewed by host tims-​airport-​time-​capsule (MAC 00:26:bb:6d:f4:ba). Lease duration: 1440 min
18:34:03, 03 Apr. ( 43.150000) Device connected: Hostname: tims-​airport-​time-​capsule IP: 192.168.1.71 MAC: 00:26:bb:6d:f4:ba Lease time: 1440 min. Link rate: 1000.0 Mbps
18:34:03, 03 Apr. ( 43.080000) Lease requested
18:34:03, 03 Apr. ath10: STA b8:27:eb:87:0d:73 IEEE 802.11: Client associated
18:33:59, 03 Apr. ( 38.850000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
18:33:59, 03 Apr. ( 38.840000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
18:33:58, 03 Apr. ( 38.400000) CWMP: Initializing transaction for event code 1 BOOT
18:33:57, 03 Apr. ( 37.180000) 36-​94::40-​93::44-​93::48-​93::52-​93::56-​93::60-​93::64-​94::100-​94::104-​96::108-​95::112-​96::116-​95::120-​95::124-​98::128-​98
18:33:57, 03 Apr. ( 37.170000) 5 GHz Wireless: Rescan, Reason: 'Power-​up'
18:33:57, 03 Apr. ( 37.170000) WiFi auto selected channel 1
18:33:57, 03 Apr. ( 37.170000) 1-​93::2-​92::3-​93::4-​93::5-​93::6-​94::7-​94::8-​95::9-​95::10-​94::11-​95::12-​95::13-​101
18:33:57, 03 Apr. ( 37.170000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'
18:33:57, 03 Apr. ( 37.170000) Wire Lan Port 4 up
18:33:57, 03 Apr. ( 37.170000) Wire Lan Port 1 up
18:33:57, 03 Apr. ( 36.770000) WAN Auto-​sensing running.
18:33:52, 03 Apr. ( 32.240000) System up, firmware version: 4.7.5.1.83.8.263
18:33:50, 03 Apr. ( 29.510000) WPA2 mode selected
18:33:50, 03 Apr. ( 29.510000) WPS disabled
18:33:47, 03 Apr. ( 26.990000) WPA2 mode selected
18:33:47, 03 Apr. ( 26.990000) WPS disabled
18:33:38, 03 Apr. ( 18.270000) System start
18:33:38, 03 Apr. ( 18.270000) Boot reason: watchdog reset (cause: 0x3)

Moderator's note by Mike (Mav): Post released from Spam Filter.

timbearcub
Hooked
Posts: 8
Thanks: 1
Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

Looks like the cause usually requires a replacement hub?

https://community.plus.net/t5/My-Router/One-Hub-Watchdog-Resets-cause-0x3/td-p/1613381

Dunno if you removed my log for security reasons, but basically the first line of the log at 18:33 when the problem happened was 

18:33:38, 03 Apr. ( 18.270000) Boot reason: watchdog reset (cause: 0x3)


And yes I was doing a 5Ghz transfer to a NAS drive, like on the other thread:

"Thanks. We've seen the 0x3 errors coincide with large wi-fi transfers over 5GHz to a NAS device before, thus me asking. In circumstances it is known to cause voltage drops that lead to the crash you're describing. In those cases, it's a manufacturing tolerance issue and the hub has to be replaced. I'm kind of hoping the same applies here once you've had the chance to test with the replacement that's on its way to you."

timbearcub
Hooked
Posts: 8
Thanks: 1
Registered: ‎03-04-2019

Re: Regular disconnects and resets 1-2am

And indeed the previous one that started this post - 

 

02:53:45, 03 Apr. ( 37.550000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'
02:53:45, 03 Apr. ( 37.550000) Wire Lan Port 4 up
02:53:45, 03 Apr. ( 37.550000) Wire Lan Port 1 up
02:53:44, 03 Apr. ( 37.140000) WAN Auto-​sensing running.
02:53:39, 03 Apr. ( 32.230000) System up, firmware version: 4.7.5.1.83.8.263
02:53:37, 03 Apr. ( 29.600000) WPA2 mode selected
02:53:37, 03 Apr. ( 29.600000) WPS disabled
02:53:34, 03 Apr. ( 27.190000) WPA2 mode selected
02:53:34, 03 Apr. ( 27.190000) WPS disabled
02:53:25, 03 Apr. ( 18.090000) System start
02:53:25, 03 Apr. ( 18.090000) Boot reason: watchdog reset (cause: 0x3)


and I'm guessing these map onto the downtimes too, although I don't remember all of these?

Maybe my Carbon Copy Cloner backups failing...I'm guessing now I regularly backup to the NAS hourly, this error is now showing more frequently (before I used the Time Machine but I had TM backups (not the machine, just deselected the disk in the TM menu) switched off for many weeks, inc during this period of these logs, only re-enabled that a few days ago)...

11:47:49, 31 Mar.

( 17.740000) Boot reason: watchdog reset (cause: 0x3)

 

23:07:32, 29 Mar. ( 17.990000) Boot reason: watchdog reset (cause: 0x3)

 

03:51:17, 28 Mar. ( 18.100000) Boot reason: watchdog reset (cause: 0x3)

 

16:04:31, 27 Mar. ( 17.850000) Boot reason: watchdog reset (cause: 0x3)


There's nothing logged just before these, either for several hours.

DS
Champion
Posts: 2,187
Thanks: 456
Fixes: 22
Registered: ‎06-01-2017

Re: Regular disconnects and resets 1-2am

I can't argue with that!!Thumbs_Up

Great bit of detective work too;)

BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Regular disconnects and resets 1-2am

Hi @timbearcub, thank you for getting back to us.
Upon looking into your router logs and other forum threads around the watchdog reset issues I can confirm the following.

We've seen the 0x3 errors coincide with large wi-fi transfers over 5GHz to a NAS device as you've mentioned. The current process around this as it being a manufacturer tolerence issue is to get a replacement Hub sent out and I have added one to be sent out on your account for you. This should arrive within the next 3-5 working days however we do usually see it arrive sooner. If you could please let us know how it goes with the new Hub and if the same watchdog reset issue persists.

Just for reference, the watchdog reset logs that can occur and some possible causes are:

0x0: normal watchdog reset
0x1: watchdog reset caused by wireless PCI failure
0x2: watchdog reset caused by kernel not responding to interrupts
0x3: Returned if both bits 0x1 and 0x2 are set.

 Ben Devine
 Plusnet Help Team - Sheffield