ATP200 Soft Reboot not working

iSpeed
iSpeed Posts: 110  Ally Member
First Comment Fifth Anniversary
edited April 2021 in Security

Ok. It appears 4.35.2 soft reboot from the firmware screen not working either. I've tried twice and had to do a hard reset with the power button both times. Since it also stops uploading to secureporter it's likely a process is hanging it up. I've rolled back to 4.32.1 to see if I can tell when the problem was introduced.

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  • [Deleted User]
    [Deleted User] Posts: 213  Freshman Member
    5 Answers First Comment Friend Collector First Anniversary

    Hello @iSpeed,

    I am testing this right now with an ATP200 and 4.35 (ABFW.2) and it is working fine.

    I am writing you a private message to check this further.

    Greetings

    Lukas

  • iSpeed
    iSpeed Posts: 110  Ally Member
    First Comment Fifth Anniversary

    Lukas, Mine seems to soft reboot ok after a fresh hard restart. The problem happens after it's been running several days with content filter logs sending to secureporter. I think there is a process hanging that prevents reboot.

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,283  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    Hi @iSpeed

    Could you send your configuration, the serial number and the account name of the devices that have certain issue to me in private message?

    We will check the server log directly to see if we can see some more information about why it happen on your devices since we didn’t get certain issue from other people so far.

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  • iSpeed
    iSpeed Posts: 110  Ally Member
    First Comment Fifth Anniversary

    Jerry, This occurred again on ATP200. Secureporter data blank and tried a remote soft reboot. Firewall hung and had to go into office to hard reboot. I'm likely going to factory reset and rebuild from scratch to see if it corrects the problem. I have some remote clients long distance so the reboot issue is a little concerning. I have an ATP100 at a client site that seems ok. Same firmware latest 4.35.2

  • Zyxel_Vic
    Zyxel_Vic Posts: 282  Zyxel Employee
    25 Answers First Comment Friend Collector Seventh Anniversary

    Hi @iSpeed

    We apologized that you met certain issue in your office. If you have concerns in providing us the config file for further checking. Is it possible to have a console connected on the device and keep monitoring/collecting on the dumped information until next time "if" it happens again? So that we can have more clue about what had happened in your site.

    Thank you.

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