R2 hangs up

[Guest Deng]

Hello,

my R2 worked perfectly for some time now (weeks) then out of the blue hanged up today, no connection could be made and the interface was unavailable (first stuck on the page with rotating circle then completely stopped answering http requests).

I've had to completely unplug it which did not fix the issue completely (still some things did not work properly afterwards) but at least I was able to restart the router from the interface then.

After the restart it worked for 1-2 minutes then hanged up again.

After that I unplugged it again and restarted again and now it works.

Before the first reboot the RAM usage was very high.

I did not change the configuration for days now.

Please let me know how can I help you with tracking that issue down (maybe there are some logs that I can review or send to you or something).

[Netduma Liam]

What firmware are you currently running?

Are you seeing any error messages in the DumaOS interface?

If you still have interface access next time it hangs, can you grab a log file from System Information?

[Guest Deng]

a) 205, it was installed in the factory

b) none

c) I'll try, but so far everything is just fine, including memory allocation

[Netduma Fraser]

Okay keep us posted if it happens again and whether you can get the log. If it does happen and you can't access I'd suggest you hold the reset button for 30 seconds, release, wait 2 minutes then access, go through the wizard and see if it is more stable

[Guest Deng]

Happened again, unfortunately no log available - it started working after the power-cycle.

[Netduma Fraser]

Did you do a reset? It's more likely to stay stable if you factory reset rather than reboot

[Guest Deng]

Will do a reset today.

Can I just get a "Factory reset" option from menu or do I have to press the reset button for 30 sec?

[Netduma Liam]

2 hours ago, Deng said:

Will do a reset today.

Can I just get a "Factory reset" option from menu or do I have to press the reset button for 30 sec?

The hardware reset is a little more thorough than the software reset, but realistically you can do either if it's inconvenient to hold the pin down.

[Guest Deng]

Ok, will do a hardware reset then.

After the latest power-cycle Adblocker disabled itself and removed custom entries in the whitelist.

[Netduma Liam]

15 minutes ago, Deng said:

Ok, will do a hardware reset then.

After the latest power-cycle Adblocker disabled itself and removed custom entries in the whitelist.

That's bizarre, I'll see if we can re-create that, I haven't heard that before.

[Guest Deng]

Ok, restarted, now devices connect much faster to a wifi 5ghz.

[Netduma Liam]

4 minutes ago, Deng said:

Ok, restarted, now devices connect much faster to a wifi 5ghz.

That's good, let us know if you have any other issues!

[Guest Deng]

Hanged up again forcing me to unplug the power.

That's two weeks period after the hw reset.

[Netduma Fraser]

I've sent you a PM, please try that and see if it helps

[Guest Deng]

Thanks,

that was some pain in the ass in the process with two hardware resets afterwards but eventually it finished with success.

We'll see in about 3-4 weeks if it helps.

[Netduma Fraser]

Glad it's up and running, keep us posted!

[Guest Deng]

Unfortunately it did not help for long, crashed today and had to be power-cycled.

I'm almost sure it has something to do with iPhone using wifi.

[Netduma Fraser]

Click the i icon on the WiFi on your phone for the R2 network, then disable Private Addresses, disconnect from the WiFi and then reconnect, then see if it is more stable please

[Guest Deng]

It was already disabled the previous time.

[Netduma Fraser]

It's quite hard to troubleshoot this particular issue without the logs. Could you enable remote support in WAN Settings and make sure the R2 is setup for an open NAT and reply back here from the R2 when you've done that please? I think it may be worth seeing if the devs can take a look/enable more logging and see what the issue may be

[Guest Deng]

Enabled Remote Support.

[Netduma Fraser]

Great thank you, I'll pass it on to the team. It's a national (Bank) holiday today in the UK so the earliest they would be able to look at this would be tomorrow

[Guest Deng]

Have a great holiday then

[Netduma Adrian]

Hi @Deng, first of all, many thanks for your patience with this issue.

I've had a look at the logs in the unit and everything looks normal for now, is the unit working as expected or are you experiencing any issue now?

If the unit is working fine now, next time the issue happens, could you come to the forum and let us know before doing a power cycle? We'll like to catch the logs of when the issue happens.

Also, about the issue, when the unit hangs up, are you still able of getting internet? Is it just the web interface of DumaOS what stops working, or are your devices losing internet connection?

Finally, one extra question. Are you, by any chance, using Hybrid VPN?

[Guest Deng]

Hello @Netduma Adrian,

It is working fine (until it hangs up, now it's ok, takes a few days to hang it up, weeks sometimes).

I will try to do it, sometimes I will need to power-cycle it fast because we need to work

When the unit hangs up I lose all internet connection, no matter if wired or wireless and I cannot reach the router, I'll try to ping it next time to see if that works.

I am not using Hybrid VPN so far, using Adblock (but not for the iPhone, wife doesn't like it) and Geofilter.