Please wait until Telstra Optimiser has fully loaded message

[Butts]

Apologies in advance if this one has already been covered and addressed.

I have recently started to have issues logging into the Telstra Internet Optimiser. I'm getting a message saying Please wait until Telstra Optimiser has fully loaded . I have used this optimiser successfully for many years. Followed previous suggestions of deactivating, rebooting then reactivating but no luck. Contacted Telstra who updated by Firmware but this just changed the message on the screen - previously it was "DumaOS not fully loaded!". Something has changed just not sure what.

Any ideas?

Modem Information

Serial No

CP2112SAA6V

Firmware Number

20.3.c.0501-MR22.1-RA

Modem Make Model

Technicolor DJA0231

[Mr MuRFiE]

Do you have the Gen 2 or Gen 3 Modem?

[Butts]

Hi @MuRF FuRY, It's a Gen 2 Modem.

[Mr MuRFiE]

Just out of curiosity, have you tried to access it with a different browser? 

[Butts]

I've tried to access it using Chrome and Edge. Clearing the cache on both and also in incognito mode. The DumaOS app on my iPhone no longer works as well. All of these worked without issue previously

[Netduma Fraser]

Close the tab, unplug the router from power for 10 minutes, plug in, then wait 4 minutes then access and see if it works please

[Butts]

Hi @Netduma Fraser, I have just tried this but still no good. Also just tried a factory reset of the modem as suggested in other discussions but that didn't work either.

[Butts]

Actually the message now reads "Telstra Optimiser has been restarted. The page will reload shortly"

[Netduma Fraser]

It sounds like its got itself into a weird state, do you recall any settings changes or anything specifically before you noticed the issue?

[Butts]

No, we haven't made any settings changes or noticed anything else out of the ordinary. We are very basic users and only use it to block devices.

[Netduma Fraser]

I think perhaps deactivating it fully, followed by a factory reset then re-enabling may be the best option currently

[Butts]

Is deactivating it fully simply selecting "Remove Internet Optimiser" in the My Telstra app or is there more to it?

[Butts]

I've deactivated the optimiser, performed a factory reset and activated the optimiser again but still the same message "Telstra Optimiser has been restarted. The page will reload shortly."

[Netduma Fraser]

Thank you for trying, perhaps there was a cloud update that caused it for example, I'll have to talk to the team to check

[Butts]

I'm in! the Telstra Optimiser is now working. Unless someone else did something remotely the key appears to be; 

Deactivate Internet Optimiser using the My Telstra app

Factory reset of modem

Reactivate Internet Optimiser in the My Telstra app

Clear cache in browser.

I had cleared the cache previously but not in the sequence above.

Thank you @Netduma Fraser and @MuRF FuRY for your assistance. 

[Netduma Fraser]

Great to hear that, thanks for the update and for posting your solution!

[Glen]

Have run into this with a new gen3 modem as well (old gen2 died), also did a factory reset, toggle it off/on in mytelstra; needed to launch a private browser window to get out of the redirect loop.

also some oddness where the setup wizard doesn't seem to complete (needing to skip the optimise now part) and doing a benchmark only seems to do the  ping tests and not the underload or speed. , Also tried running Ping Optimiser via an iphone, and it fails with "Ping Optimiser has encountered a problem. Internet Optimiser is unable to complete the Ping Optimiser process due to external circumstances" 

can see in the log messages the only thing that correlates is either these, after it ties to do the first of the 6 tests to set the best settings

daemon.err cli.lua[25687]: Connect error: Connection timed out

daemon.err cli.lua[25687]: Connect error: No route to host

added log as an attachment, with some noise removed and a screenshot of previous benchmarks that only show the Ping results

Board ModelCobraXh

Firmware Version21.4.0500

DumaOS Version3.3.688

log-1739585718228.txt

[Netduma Fraser]

6 hours ago, Glen said:

Have run into this with a new gen3 modem as well (old gen2 died), also did a factory reset, toggle it off/on in mytelstra; needed to launch a private browser window to get out of the redirect loop.

also some oddness where the setup wizard doesn't seem to complete (needing to skip the optimise now part) and doing a benchmark only seems to do the  ping tests and not the underload or speed. , Also tried running Ping Optimiser via an iphone, and it fails with "Ping Optimiser has encountered a problem. Internet Optimiser is unable to complete the Ping Optimiser process due to external circumstances" 

can see in the log messages the only thing that correlates is either these, after it ties to do the first of the 6 tests to set the best settings

daemon.err cli.lua[25687]: Connect error: Connection timed out

daemon.err cli.lua[25687]: Connect error: No route to host

added log as an attachment, with some noise removed and a screenshot of previous benchmarks that only show the Ping results

Board ModelCobraXh

Firmware Version21.4.0500

DumaOS Version3.3.688

log-1739585718228.txt 6.33 kB · 0 downloads

Thank you very much for the report, I know we were having some issues with Ping Optimiser/the functions that rely on those servers on other routers, didn't know it was impacting this version also, I will pass it onto the team.