ATP200 Hangs on reboot - 2nd device same problem

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iSpeed
iSpeed Posts: 110 image  Ally Member
First Comment Fifth Anniversary
edited April 2021 in Security
I have an ATP200 that hangs on reboot.  I have to physically power the device off via the power button and then it comes up normally. I have rma'd this device and problem persists even with new hardware. I was hoping a firmware update would fix and also tried a factory reset, but problem continues regardless of firmware. I have a client that I put an ATP100 in and it seems to reboot ok.  I have a ticket in, but hoping others have seen this problem.

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  • Zyxel_Emily
    Zyxel_Emily Posts: 1,462 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 1000 Comments

    Hi @iSpeed,

    We need to check the console messages in the reboot process to clarify if it is hardware or firmware issue.

    I'll contact you in private message to arrange the remote session.

  • iSpeed
    iSpeed Posts: 110 image  Ally Member
    First Comment Fifth Anniversary
    Just experienced another hang on reboot. I now think it's the content filter that's causing the hang. Yesterday I had a site that was dead. I tried to lookup via test url feature and it returned an error message.  I hard powercycled the device after hang and did the same test and content filter returned normal messages.
  • Zyxel_Emily
    Zyxel_Emily Posts: 1,462 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 1000 Comments

    Hi @iSpeed,

    The firmware is sent to you in private message.

    You can follow the guide to collect console messages when the device gets stuck again in the reboot process.

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