Hsimah Posted October 27, 2020 Posted October 27, 2020 Seeking advice as to why my modem has restarted (for a second time in about two weeks). Product Vendor: Technicolor Product Name: Technicolor DJA0231 Software Version: 18.1.c Firmware Version: 18.1.c.0543-950-RA Logs attached. Telstra.txt DumaOS.txt
Cameron Posted October 27, 2020 Posted October 27, 2020 Might also be helpful posting the Telstra Modem log too for the support team. Is your device variant an Arcadyan or Technicolor model and what is the current FW version?
Hsimah Posted October 27, 2020 Author Posted October 27, 2020 11 minutes ago, Cameron said: Might also be helpful posting the Telstra Modem log too for the support team but it appears like your modem got at least one software update. Is your device variant an Arcadyan or Technicolor model and what is the current FW version? It's the second time i've lost internet during working hours, which is inconvenient when working from home. Have updated post to include more information.
Administrators Netduma Fraser Posted October 27, 2020 Administrators Posted October 27, 2020 Did it definitely restart both times or lose connection? When it happened was there anything specific happening on the network at the time? Was it exactly a week apart from each other that it happened?
Hsimah Posted October 27, 2020 Author Posted October 27, 2020 7 hours ago, Netduma Fraser said: Did it definitely restart both times or lose connection? When it happened was there anything specific happening on the network at the time? Was it exactly a week apart from each other that it happened? Restarted as lost wi-fi signal on all devices, so I went and checked the modem and saw it booting up. Nothing special happening, just working at home so the usual. Couldn't tell you how far apart.
Hsimah Posted October 28, 2020 Author Posted October 28, 2020 It has just done it again, logs attached. Really great when you are working from home... considering it's now happened twice in a row this week I've done a factory reset on the device. Telstra.txt DumaOS.txt
Administrators Netduma Fraser Posted October 28, 2020 Administrators Posted October 28, 2020 Thank you for all the information. I will make a ticket so we can get a dev to take a look.
Hsimah Posted October 29, 2020 Author Posted October 29, 2020 Just for anyone watching, it has happened again - around the same time.
Administrators Netduma Fraser Posted October 29, 2020 Administrators Posted October 29, 2020 Thanks for letting us know, I have escalated this to try and get it seen to as soon as possible.
Entilzha Posted October 29, 2020 Posted October 29, 2020 11 hours ago, Hsimah said: Just for anyone watching, it has happened again - around the same time. Hi @Hsimah, Having a look at the device history now, our systems only keep data for the the past 10 days. From what I can see first occurrence was Saturday 24th around 15:20. and four other Boots since then. I can see a Factory reset of the router on Wednesday will review logs today
Administrators Netduma Fraser Posted October 29, 2020 Administrators Posted October 29, 2020 We've identified what the issue is and we have already fixed it. The fix will be in the next firmware which we will aim to get out as soon as possible.
Hsimah Posted October 29, 2020 Author Posted October 29, 2020 Thank you all, I appreciate the assistance!
Entilzha Posted November 3, 2020 Posted November 3, 2020 Hi @Hsimah We have a new firmware available, when would be a convenient time for you to deploy the firmware to your gateway ?
Hsimah Posted November 4, 2020 Author Posted November 4, 2020 On 11/3/2020 at 8:12 PM, Entilzha said: Hi @Hsimah We have a new firmware available, when would be a convenient time for you to deploy the firmware to your gateway ? Dean Manners took me off of GO as I'm on a 1G FTTP service which isn't compatible with the Gen 2 modems.
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