Reboot ATP800

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  • Pedroj
    Pedroj Posts: 51  Ally Member
    First Anniversary 10 Comments
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    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
    Zyxel_Can Posts: 342  Zyxel Employee
    Friend Collector First Answer First Comment
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    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
    Pedroj Posts: 51  Ally Member
    First Anniversary 10 Comments
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    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
    Zyxel_Can Posts: 342  Zyxel Employee
    Friend Collector First Answer First Comment
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    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
    Pedroj Posts: 51  Ally Member
    First Anniversary 10 Comments
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    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
    Zyxel_Can Posts: 342  Zyxel Employee
    Friend Collector First Answer First Comment
    edited June 2021
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    Hi @Pedroj,


    Thank you for your feedback.

    I have provided you the firmware.


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

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