Reboot ATP800

Pedroj

Hello, Anydesk is now enabled again for console connection, confirm if you can connect.

I have captured the log as the video but there is no information per console when executing debug kernel console - level 8.

The console does not show anything.

Attached log of the capture.

I'll be waiting for the next reboot

Zyxel_Can

Hi @Pedroj,

Thank you for your feedback.

I can access to console via AnyDesk software. Please kindly keep it running.
Tera Term software was set to capture logs. Please keep it running until next time issue occurs.

When next time issue occurs, please capture console(Tera Term) and diagnostic logs and send me.

Pedroj

Hello, the ATP800 has restarted again, 10:45 AM

The reason:

[439467.356565] Kernel panic - not syncing: Fatal exception in interrupt

[439467.363018] panic_notify_sys Log Date: 1623750335

[439467.367813] Firmware Version: 5.00 (ABIQ.2) | 2021-05-03 17:11:01

[439467.373912] Kernel Info Collector: detect system crashed, store information in disk.

And also when entering the ATP800 after the restart I see this:

I had to reboot again.

I send you the Tera Term log and diag-log privately.

We need an urgent solution to this problem as it is affecting us negatively with the client.

The problem persists and the customer is very upset.

Thanks

Zyxel_Can

Hi @Pedroj,

 

Thank you for your feedback and diagnostic information.

 

Could you please temporarily disable your E-mail security and observe if this symptom still exist?

(Configuration > Security Service > Email Security)

Pedroj

Hello, it is already disabled.

This will be for a long time? Deactivating this option is a security risk, there is no problem todeactivate it?

Zyxel_Can

Hi @Pedroj,

Thank you for your feedback.

I have provided you the firmware.

If there's something we can help, please let us know.