Reboot ATP800

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  • Pedroj
    Pedroj Posts: 51  Ally Member
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    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
    Zyxel_Can Posts: 342  Zyxel Employee
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    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
    Pedroj Posts: 51  Ally Member
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    OK, I'll give it to you privately with the reboot ATP800 reference
    Thanks.
  • Zyxel_Can
    Zyxel_Can Posts: 342  Zyxel Employee
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    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
    Pedroj Posts: 51  Ally Member
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    Hi OK

    Thanks
  • Pedroj
    Pedroj Posts: 51  Ally Member
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    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
    Zyxel_Can Posts: 342  Zyxel Employee
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    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
    Pedroj Posts: 51  Ally Member
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    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
    Pedroj Posts: 51  Ally Member
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    Hello, I just sent the data by private message.
    Thanks.
  • Zyxel_Can
    Zyxel_Can Posts: 342  Zyxel Employee
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    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.

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