FWA510 disconnects several times every day

fich

The FWA510 router disconnects very often from internet.

Often when it fails I can ping the WAN ip, but not the DNS ip.

Often I can't get info from the router, when I try to login and then I must power off/on.

Can you help?

I have attached a log file.

syslog.tar.gz

Zyxel_Judy

Hi @fich,

Often I can't get info from the router, when I try to login 

Could you please clarify what you mean by this statement? Are you indicating that when the FWA510 router disconnects from the internet, you cannot access the router's local GUI to view any information? Or is there another issue?

The FWA510 router disconnects very often from internet.

When the FWA510 disconnects from the internet, does it still maintain its 4G/5G cellular connection?

By the way, please enable Zyxel support and provide us with the name of your Nebula organization/site here or via the private message by clinking to my account > Message.

fich

When the problem occurs, the router disconnects from the Internet.

I can access local GUI via wifi.

Cellular Info Status is Connection down.

As I write I can ping the providers IP address, but not Primary DNS server.

The router does not maintain its 4G/5G cellular connection.

I have tried place the router in different places in my house, but still the same problem.

I have very good signal from providers antenne, which is around 500m away.

I have enabled Network Monitoring Feature.

I have tried disabling Band Auto Selection and manually so select bands, but this does not work either.

Zyxel_Judy

Hi @fich ,

We're interested in the part of your description where the cellular WAN shows a down status, yet you are still able to ping the IP address provided by the ISP. Based on this, could you kindly provide a screen recording that captures the disconnection event, including the ping results to both IP addresses (provider's IP address and the Primary DNS server)?

Also, I would like to know if you have another SIM from a different ISP to test for 1-2 days to see whether the disconnect issue occurs.

fich

Here is some of your requested information attached.

The router has just failed and I can't access the Internet, but I can access the GUI.

Actually the router shows Status-up, but I think a little later it will show router Status-down.

I have restarted the router, so you can access via Nebula.

I do not have a SIM from a different ISP :-(

Kind Regards,

Finn

Cellular Info.png

Cellular Info1.png

Cellular Info2.png

Cellular Info3.png

Cellular Info4.png

fich

After a restart I can now ping the DNS IP.

Cellular Info5.png

Zyxel_Judy

Hi @fich ,

Based on your screenshot, we can see that the cellular connection remains active (even when there is no internet access). When the connection issue occurs, the router is unable to ping the DNS server address.
To properly diagnose this problem, we would like to establish a remote session to your FWA device to monitor it during a disconnection period. Please check your community inbox for instructions on how to set up this remote session.

fich

I will setup a Remote Session as described for monday.

I will get back to you.

Thanks!

Regards,

Finn