Reboot ATP800

Pedroj
Pedroj Posts: 27  Freshman Member
edited April 14 in Security
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.
«1

All Replies

  • Mario
    Mario Posts: 37  Freshman Member
    Hi Pedroj
    Do you send out the daily report? Then I can be this problem:

    BR
    Mario

  • Pedroj
    Pedroj Posts: 27  Freshman Member
    Hello, I had it active and deactivated it according to the Ticket, but nothing, it keeps restarting.
  • Zyxel_Can
    Zyxel_Can Posts: 142  Zyxel Employee
    edited March 17

    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
    Pedroj Posts: 27  Freshman Member
    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
    Pedroj Posts: 27  Freshman Member
    edited March 17
    Hello, can you tell me how to pass the diaginfo?
  • Hello,

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

    Regards
  • Pedroj
    Pedroj Posts: 27  Freshman Member
    Hello, I don't understand what you mean ... can you tell me where this option is within the ATP800 configuration?
  • Zyxel_Can
    Zyxel_Can Posts: 142  Zyxel Employee

    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
    Pedroj Posts: 27  Freshman Member
    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
    Zyxel_Can Posts: 142  Zyxel Employee
    Hi @Pedroj,

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

    Best regards.
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