Wired devices connected on the Zyxel Router is disconnecting when no activity is happening.

LSK_Support
LSK_Support Posts: 9  Freshman Member
First Comment Friend Collector
edited September 12 in Security

Hello ZyXEL team,

We would like to inquire about a behavior that we are noticing on a site that we are managing that is connected to our ZyXEL SCR-50AXE. Every day, we are getting disconnected from the WIRED devices connected to the router. However, as you can see in the image, the router is detecting those devices but in reality, we can't ping or communicate with them. The workaround that we do is to reboot the router which reconnects all the devices to NCC.

Connection plan:
Router:
a. LAN 1: going to ZyXEL switch where we have a printer on LAN 6 and AP on LAN 8

b. LAN 2: going to a network printer

As you see in the sample image of the router, LAN1 (Switch) and LAN2 (printer) are occupied.

We also noticed that a somehow trend that it happens during dead times or no activity. I wonder if anyone has seen this before?

  • For example on the 10th of September, the SWITCH was online from 10:06 (after reboot of the router) to 5:45 PM then went off after that. But the ROUTER keeps detecting the LAN that the SWITCH is still detected.
  • On the 11th of September, the SWITCH went offline around 4:40 PM local but the ROUTER kept detecting LAN 1
Screenshot 2024-09-12 at 5.04.31 PM.png
Screenshot 2024-09-12 at 5.06.13 PM.png
Screenshot 2024-09-12 at 5.06.41 PM.png

Accepted Solution

  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    edited October 1 Answer ✓

    Hi @LSK_Support

    It looks like the first issue has been resolved. However, if the wired clients are disconnected randomly again, please inform us.

     Also on the even logs for PORT1 of the switch, why would it say PORT1 link is down but if I looked into the Uplink usage, no disconnect from those times? No CRC errors from what I can see.

    ⇒ For the second issue, are you asking why the PORT 1 status of SCR 50AXE (as below part) still shows green during the disconnection, or…

    2024-10-01 17 39 56.png

    or why the SCR 50AXE’s network usage and connectivity (as below part) don't reflect any disconnects?

    image.png

    When the issue occurs again, it would be recommended to check the Topology section to see if only the SCR 50AXE remains on the screen,

    image.png

    and also review the Client List » Security router clients to verify if the wired clients are still listed or not

    2024-10-01 17 41 49.png


    If the actual connection is confirmed to be down (such as the switch port link is down or the cable unplugged), but the display on SCR 50AXE (both in Topology and Client list) still shows these wired clients as active (green status), please let us know once the issue occurs, so our team can investigate the issue directly.

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    Nami

All Replies

  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate

    Hi @LSK_Support

    To investigate further, please help us enable Zyxel Support Access and provide your Org/Site name. Thank you

    Zyxel Support.png

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    Nami

  • LSK_Support
    LSK_Support Posts: 9  Freshman Member
    First Comment Friend Collector

    Hello @Zyxel_Nami,

    Thank you for looking into this. Access is granted and you may refer to the following:

    • Org: 65457 - Burnt Orange Burnaby
    • Site: 1124551287111682 - Burnt Orange Burnaby

  • LSK_Support
    LSK_Support Posts: 9  Freshman Member
    First Comment Friend Collector

    Adding timestamp on this inquiry. Before the reboot of the router at 8:23, switch (LAN1) and printer(LAN2) is down, but, both LAN ports on the router is detected.

    After the reboot, wired connection got reinstated and can be pinged.

    Screenshot 2024-09-13 at 4.40.00 PM.png

    Screenshot 2024-09-13 at 4.40.21 PM.png



  • LSK_Support
    LSK_Support Posts: 9  Freshman Member
    First Comment Friend Collector

    Hello Nami,

    Another sample would be today wherein the switch when down offline but the router is detecting it on LAN1. That also includes a printer on LAN 2 that it went down as well.

    Switch Status:

    Screenshot 2024-09-17 at 12.39.01 PM.png

    Router:

    Screenshot 2024-09-17 at 12.40.20 PM.png


  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    edited September 18

    Hi @LSK_Support

    I noticed that your SCR 50AXE's firmware is currently V1.10(ACGN.2)C0. Please try updating to the latest version, V1.10(ACGN.3)C0, and observe if the issue persists.

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    Nami

  • LSK_Support
    LSK_Support Posts: 9  Freshman Member
    First Comment Friend Collector

    Hi @Zyxel_Nami

    Interesting as we have other venues that has the same router firmware but never had this issue. Well see if we can push the update as we do not want the Wi-Fi device that is operating at the moment to be affected.

    Also, by any chance do you happen to see anything from WAN wherein in the ISP level, a disconnect happens? We are thinking of moving this router to another ISP modem, and see if the issue persists. Really weird that it only affects the wired one but Wi-Fi goes operational.

    Thanks!

  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate

    Hi @LSK_Support

    To ensure we are on the same page, we'd like to clarify that there are two concerns on this case:

    • Why did the wired clients (printer and switch) disconnect randomly?
    • While they were disconnected, why did the SCR 50AXE still show them as connected?

    Regarding the connection logs, we were unable to view them through the Nebula platform. It would be best to upgrade the firmware first. If the issue persists, we may need your assistance collecting diagnostic information for further investigation.

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    Nami

  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate

    Hi @LSK_Support

    How is everything going?

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    See how you've made an impact in Zyxel Community this year!

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    Nami

  • LSK_Support
    LSK_Support Posts: 9  Freshman Member
    First Comment Friend Collector
    edited September 24

    Hello @Zyxel_Nami,

    At the moment, no firmware update has been performed on any of the devices (I'll be performing that eventually). However, we tried to connect this router to another ISP modem/router and since the 21st of September, wired devices have remained active. Normally it would disconnect the wired devices at some point of the day but it has not since.

    This following are correct:

    • Why did the wired clients (printer and switch) disconnect randomly?
    • While they were disconnected, why did the SCR 50AXE still show them as connected?

    I am assuming that perhaps a setting on the ISP level would cause that but which exact settings. Also on the even logs for PORT1 of the switch, why would it say PORT1 link is down but if I looked into the Uplink usage, no disconnect from those times? No CRC errors from what I can see.

    Screenshot 2024-09-24 at 3.14.36 PM.png

  • Zyxel_Nami
    Zyxel_Nami Posts: 657  Zyxel Employee
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    edited October 1 Answer ✓

    Hi @LSK_Support

    It looks like the first issue has been resolved. However, if the wired clients are disconnected randomly again, please inform us.

     Also on the even logs for PORT1 of the switch, why would it say PORT1 link is down but if I looked into the Uplink usage, no disconnect from those times? No CRC errors from what I can see.

    ⇒ For the second issue, are you asking why the PORT 1 status of SCR 50AXE (as below part) still shows green during the disconnection, or…

    2024-10-01 17 39 56.png

    or why the SCR 50AXE’s network usage and connectivity (as below part) don't reflect any disconnects?

    image.png

    When the issue occurs again, it would be recommended to check the Topology section to see if only the SCR 50AXE remains on the screen,

    image.png

    and also review the Client List » Security router clients to verify if the wired clients are still listed or not

    2024-10-01 17 41 49.png


    If the actual connection is confirmed to be down (such as the switch port link is down or the cable unplugged), but the display on SCR 50AXE (both in Topology and Client list) still shows these wired clients as active (green status), please let us know once the issue occurs, so our team can investigate the issue directly.

    Community Signature _1920x200.jpg

    See how you've made an impact in Zyxel Community this year!

    https://bit.ly/Your2024Moments_Community

    Nami

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