Reboot ATP800

Pedroj

Hello, ATP800 has rebooted again.

Update to the indicated version V4.62 (ABIQ.0) ITS-WK08-r98489.

ATP800 connected by console continues to have this error.

What can I do now?

Zyxel_Can

Hi @Pedroj,

Can you provide me remote access(AnyDesk or Team Viewer) to the client that is attached gateway with RS-232 cable by private message?
Also, can you provide me remote admin access to your gateway by private message?

Pedroj

OK, I'll give it to you privately with the reboot ATP800 reference

Thanks.

Zyxel_Can

Hi @Pedroj,

Thank you for providing information.

Please kindly wait until next time issue happens.
Please kindly keep remote client PC and Tera Term software for troubleshooting purposes.

After reboot occurs, please provide me captured debug log file.

Pedroj

Hi OK

Thanks

Pedroj

Hello, ATP800 has returned today to restart 02/06/2021 10:30 AM +1

I'll give you the reboot logs, it seems like a CPU problem.

The ATP800 is updated V5.00 (ABIQ.2) / 2021-05-03 17:11:01

What can we do? would it be convenient to change it for a new ATP?

I await your comments.

Thanks.

Zyxel_Can

Hi @Pedroj,

 

Thank you for sharing information with us.

 

 

1-    Please provide us diagnostic information:

Maintenance > Diagnostics > Controller > Collect Now.

2-    In the latest firmware release related bugs were fixed. Please install the latest forum release firmware from the following link:

https://community.zyxel.com/en/discussion/10639/zld-v4-62-wk14-firmware-release#latest

 

3-    Please capture debug log as in the following video:

https://www.dropbox.com/s/ioxuliuh41tc5h6/collect_console.wmv?dl=0

 

Note: Please don’t turn off your terminal software (Tera Term) or don’t make firmware upgrade during capturing log.

 

4-    Please provide me a remote access to your gateway by private message. And keep your remote desktop software(AnyDesk) running for troubleshooting purposes.

 

Please keep capturing log until next time issue happens and send me by private message.

Pedroj

Hello, but the ATP800 has version V5.00 (ABIQ.2) / 2021-05-03 17:11:01 which is higher.

This version does not solve the problem?

Pedroj

Hello, I just sent the data by private message.

Thanks.

Zyxel_Can

Hi @Pedroj,

Since last time the console log you shared has insufficient information, please don't upgrade your firmware and keep it run V5.00 (ABIQ.2)

Can you please follow the following steps:

1- Currently I can't access to AnyDesk con Tera Term. Please provide me access again

2- Currently I can access to ATP800's Web GUI. Please keep this remote access.

3- Capture log from Tera Term software as in the following video:

https://www.dropbox.com/s/ioxuliuh41tc5h6/collect_console.wmv?dl=0

Note: Please make sure that your console keep capturing the log.

4- Capturing console log until next reboot. When next reboot occurs, wait for ATP800 run, save the log output.

5- After saving log output, please capture diagnostic logs:
Maintenance > Diagnostics > Controller > Collect Now.

6- After everything is captured, you can zip all the files and send me by private message.

Please let me know if you need more help about this case.