Reboot ATP800

Pedroj

Hi, I'm having trouble with a reboot ATP800.

For no apparent reason the computer restarts.

This happens every 5 or 6 days

The version of the equipment is V4.62 (ABIQ.0) / 2021-01-19 11:09:16

How can I correct this problem?

Thanks.

Mario

Hi Pedroj

Do you send out the daily report? Then I can be this problem:

https://community.zyxel.com/en/discussion/comment/29518/#Comment_29518

BR

Mario

Pedroj

Hello, I had it active and deactivated it according to the Ticket, but nothing, it keeps restarting.

Zyxel_Can

Hi @Pedroj,

Can you please share some information with us?

1- In the second sentence you wrote “the computer restarts”. Do you mean that actually your computer also restarts, or do you imply that ATP800 restarts?
2- If your computer also restarts, can you make sure that your electricity is stable?
3- Can you please attach RS-232 to USB cable to ATP800 and the computer, collect log with a terminal software(Tera Term/putty) and share the console output with me by private message?

4- Can you please also provide me diagnostic info for ATP800?

Best regards.

Pedroj

Hello, sorry my English is not very good.

I mean ATP800, there is no computer to restart, only ATP800.

The electric current is stable all connected to Online UPS

It is possible to connect by console but I have to prepare it.

Will I notify you when I have it ready to connect?

I pass you the diaginfo.

Thanks.

Pedroj

Hello, can you tell me how to pass the diaginfo?

SergionCTRL

Hello,

I had a similar problem with the ATP800, it was solved by deactivating the "email security"

Regards

Pedroj

Hello, I don't understand what you mean ... can you tell me where this option is within the ATP800 configuration?

Zyxel_Can

Hi @Pedroj,

 

Please collect log for ATP800 as in the following screenshots. Then, please upload the captured .log file into this forum entry.

 

1 –Connect to ATP800 with RS-232 console port

 

2- Set Speed as 115200 and click on New settings

 

 

3 – Click on File > Log… > save into a .log file

For collecting diagnostic info, please find the following path;

 

Maintenance > Diagnostics > Controller > Collect Now.

 

 

Then, please go to Maintenance > Diagnostics > Files > Diagnostic Files. Download the latest diagnostic file and upload into forum entry.

 

 

Best regards.

Pedroj

Hello ok, but I understand that I would have to leave the capture until the new reboot and then pass you the information?

Thanks.

Zyxel_Can

Hi @Pedroj,

After reboot issue occurs, please collect diagnostic information and Tera Term log output. Then, please post in this topic.

Best regards.