cancel
Showing results for 
Search instead for 
Did you mean: 

FTP Uploads causing Plusnet Hub One to crash / disconnect

FIXED
RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

FTP Uploads causing Plusnet Hub One to crash / disconnect

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

19 REPLIES 19
MisterW
Superuser
Superuser
Posts: 15,028
Thanks: 5,674
Fixes: 405
Registered: ‎30-07-2007

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

@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' ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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)
RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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.

MisterW
Superuser
Superuser
Posts: 15,028
Thanks: 5,674
Fixes: 405
Registered: ‎30-07-2007

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

@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 ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dvorak
Moderator
Moderator
Posts: 29,547
Thanks: 6,642
Fixes: 1,485
Registered: ‎11-01-2008

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


Moderators Note


This topic has been moved from Broadband to My Router

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
bobpullen
Community Gaffer
Community Gaffer
Posts: 16,898
Thanks: 5,004
Fixes: 316
Registered: ‎04-04-2007

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

@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?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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.

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,898
Thanks: 5,004
Fixes: 316
Registered: ‎04-04-2007

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

Fix

Replacement shipped so let me know how it goes.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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?

RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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

MisterW
Superuser
Superuser
Posts: 15,028
Thanks: 5,674
Fixes: 405
Registered: ‎30-07-2007

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

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

RoryG
Grafter
Posts: 30
Thanks: 9
Registered: ‎04-08-2016

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

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

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,898
Thanks: 5,004
Fixes: 316
Registered: ‎04-04-2007

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


@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 Huh

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)?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,898
Thanks: 5,004
Fixes: 316
Registered: ‎04-04-2007

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

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

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵