Colville
Level 4: Private Eye

Connection fails every night at the same time

Hello,

 

Just lately (about the last two weeks) I have been finding the internet not connected each morning.

My computer has the globe symbol and it is saying no internet connection.

The interesting part in that the Telstra Smart Modem Gen 2 appears fine, it has a Green light on the front, from the portal page in a browser again everything says connected and appears normal.

I did some investigation work, and for some reason at 2:10 - 2:15 each night something is causing the internet to stop functioning. 

The only fix is to restart the modem and then it will work fine all day again until the next 2am event.

I also performed a full reset of the modem but this changed nothing, I also swapped the supervision mode to DNS from BFG as a test but it made no difference.

The last handful of logs are below, everything is essentially normal, you see some wifi MAC's renew their connections and the normal sync with the time server, then at 2am in comes the supervion fail as it loses connection and from then no sync to time,  that is how it stays until restart.

it has mostly been the same with the exception of the entries on the 30th as this night there was more after the fail (see below)

 

02.12.2020 02:41:53 NTP: Unable to sync time with time server.
02.12.2020 02:40:12 NTP: Unable to sync time with time server.
02.12.2020 02:38:32 NTP: Unable to sync time with time server.
02.12.2020 02:36:52 NTP: Unable to sync time with time server.
02.12.2020 02:35:12 NTP: Unable to sync time with time server.
02.12.2020 02:33:32 NTP: Unable to sync time with time server.
02.12.2020 02:17:04 DHCPv4: WAN0 RENEW NACK
02.12.2020 02:17:04 DHCPv4 - trigger renew on nas0
02.12.2020 02:17:04 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 4
02.12.2020 02:16:44 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 3
02.12.2020 02:16:24 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 2
02.12.2020 02:16:03 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 1
02.12.2020 02:10:25 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:AD:63:BE) connected.
02.12.2020 02:10:24 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:AD:63:BE) disconnected.
02.12.2020 01:32:52 NTP: Sync time with time server.
02.12.2020 00:32:42 NTP: Sync time with time server.
01.12.2020 23:32:32 NTP: Sync time with time server.
01.12.2020 22:32:23 NTP: Sync time with time server.
01.12.2020 21:32:14 NTP: Sync time with time server.
01.12.2020 20:59:26 DHCPv4 Script: RENEW(nas0)
01.12.2020 20:59:23 DHCPv4: WAN0 RENEW ACK
01.12.2020 20:35:13 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.
01.12.2020 20:34:07 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) disconnected.

 

 

 

 

NEXT DAY

01.12.2020 02:51:35 NTP: Unable to sync time with time server.
01.12.2020 02:49:55 NTP: Unable to sync time with time server.
01.12.2020 02:48:14 NTP: Unable to sync time with time server.
01.12.2020 02:46:34 NTP: Unable to sync time with time server.
01.12.2020 02:44:54 NTP: Unable to sync time with time server.
01.12.2020 02:43:14 NTP: Unable to sync time with time server.
01.12.2020 02:41:34 NTP: Unable to sync time with time server.
01.12.2020 02:39:54 NTP: Unable to sync time with time server.
01.12.2020 02:38:14 NTP: Unable to sync time with time server.
01.12.2020 02:17:01 DHCPv4: WAN0 RENEW NACK
01.12.2020 02:17:01 DHCPv4 - trigger renew on nas0
01.12.2020 02:17:01 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 4
01.12.2020 02:16:41 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 3
01.12.2020 02:16:21 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 2
01.12.2020 02:16:01 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 1
01.12.2020 02:12:39 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:AD:63:BE) connected.
01.12.2020 02:12:39 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:AD:63:BE) disconnected.
01.12.2020 02:10:53 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:29:67:A2) connected.
01.12.2020 02:10:53 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(F0:EF:86:29:67:A2) disconnected.
01.12.2020 01:37:34 NTP: Sync time with time server.
01.12.2020 00:37:24 NTP: Sync time with time server.
30.11.2020 23:37:15 NTP: Sync time with time server.
30.11.2020 22:37:04 NTP: Sync time with time server.
30.11.2020 21:36:53 NTP: Sync time with time server.
30.11.2020 20:49:39 WiFi_Booster-(mymodem)IF[5G](BC:30Smiley Very Happy9:CF:3F:E8)Smiley FrustratedTA(24:77:03:C7:6DSmiley Very HappyC) disconnected.
30.11.2020 20:45:09 WiFi_Booster-(mymodem)IF[5G](BC:30Smiley Very Happy9:CF:3F:E8)Smiley FrustratedTA(24:77:03:C7:6DSmiley Very HappyC) connected.
30.11.2020 20:36:44 NTP: Sync time with time server.
30.11.2020 20:05:27 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:2D:E8:C1:F9:F4) disconnected.
30.11.2020 20:03:50 DHCPv4 Script: RENEW(nas0)
30.11.2020 20:03:47 DHCPv4: WAN0 RENEW ACK
30.11.2020 19:45:45 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:2D:E8:C1:F9:F4) connected.

 

 

NEXT DAY
30.11.2020 02:22:24 TR069: Sending 4 VALUE CHANGE inform to ACS.
30.11.2020 02:21:21 TR069: Next ACS connection in 63 seconds
30.11.2020 02:21:21 TR069: ACS connection failed with error code 0
30.11.2020 02:21:21 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
30.11.2020 02:21:21 TR069: Sending 4 VALUE CHANGE inform to ACS.
30.11.2020 02:20:44 TR069: Next ACS connection in 36 seconds
30.11.2020 02:20:44 TR069: ACS connection failed with error code 0
30.11.2020 02:20:44 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
30.11.2020 02:20:44 TR069: Sending 4 VALUE CHANGE inform to ACS.
30.11.2020 02:20:12 TR069: Next ACS connection in 12 seconds
30.11.2020 02:20:12 TR069: ACS connection failed with error code 0
30.11.2020 02:20:12 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
30.11.2020 02:20:12 TR069: Sending 4 VALUE CHANGE inform to ACS.
30.11.2020 02:19:41 TR069: Next ACS connection in 8 seconds
30.11.2020 02:19:41 TR069: ACS connection failed with error code 0
30.11.2020 02:19:41 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
30.11.2020 02:19:41 TR069: Sending 4 VALUE CHANGE inform to ACS.
30.11.2020 02:19:08 TR069: Detect value changeSmiley Very Happyevice.ManagementServer.ConnectionRequestURL.
30.11.2020 02:19:05 TR069: Current connection request URL: http://58.167.32.128:51007/DaxwWsiaVpZ6zlic5HtUwWX
30.11.2020 02:18:55 WAN: Notify System Services WAN v6 Stopped (nas0)
30.11.2020 02:18:54 DHCPv6 - notify agent to start client on nas0
30.11.2020 02:18:52 DHCPv6: Release on nas0, interval 1000ms.
30.11.2020 02:18:48 DHCPv6 - trigger renew6 on nas0
30.11.2020 02:18:48 WAN: nas0 DNSv6 Supervision fails once. Fail Count = 4
30.11.2020 02:18:40 DHCPv4: WAN0 RENEW NACK
30.11.2020 02:18:40 DHCPv4 - trigger renew on nas0
30.11.2020 02:18:40 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 4
30.11.2020 02:18:28 WAN: nas0 DNSv6 Supervision fails once. Fail Count = 3
30.11.2020 02:18:20 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 3
30.11.2020 02:18:08 WAN: nas0 DNSv6 Supervision fails once. Fail Count = 2
30.11.2020 02:18:00 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 2
30.11.2020 02:17:47 WAN: nas0 DNSv6 Supervision fails once. Fail Count = 1
30.11.2020 02:17:39 WAN: nas0 DNSv4 Supervision fails once. Fail Count = 1
30.11.2020 02:02:34 NTP: Sync time with time server.
30.11.2020 01:02:34 NTP: Sync time with time server.
30.11.2020 00:02:33 NTP: Sync time with time server.
29.11.2020 23:02:30 NTP: Sync time with time server.
29.11.2020 22:02:29 NTP: Sync time with time server.
29.11.2020 21:34:37 DHCPv6: nas0 renew successfully
29.11.2020 21:31:31 DHCPv4 Script: RENEW(nas0)
29.11.2020 21:31:28 DHCPv4: WAN0 RENEW ACK
29.11.2020 21:17:30 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(0C:72Smiley Very Happy9:10:1D:8F) disconnected.

 

 

 

NEXT DAY
29.11.2020 03:20:53 NTP: Unable to sync time with time server.
29.11.2020 03:19:13 NTP: Unable to sync time with time server.
29.11.2020 03:17:33 NTP: Unable to sync time with time server.
29.11.2020 03:16:01 check Log size /tmp/lib-arc-cfg.errlog
29.11.2020 03:16:01 check Log size /tmp/lib-arc-cfg.errlog
29.11.2020 03:15:53 NTP: Unable to sync time with time server.
29.11.2020 03:15:01 check Log size /tmp/dhcp_log.txt
29.11.2020 03:15:01 check Log size /tmp/dhcp_log.txt
29.11.2020 03:14:13 NTP: Unable to sync time with time server.
29.11.2020 03:12:33 NTP: Unable to sync time with time server.
29.11.2020 03:10:53 NTP: Unable to sync time with time server.
29.11.2020 03:09:13 NTP: Unable to sync time with time server.
29.11.2020 03:07:33 NTP: Unable to sync time with time server.
29.11.2020 03:05:52 NTP: Unable to sync time with time server.
29.11.2020 03:04:12 NTP: Unable to sync time with time server.
29.11.2020 03:02:32 NTP: Unable to sync time with time server.
29.11.2020 03:00:52 NTP: Unable to sync time with time server.
29.11.2020 02:15:33 DHCPv4: WAN0 RENEW NACK
29.11.2020 02:15:33 DHCPv4 - trigger renew on nas0
29.11.2020 02:15:13 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4
29.11.2020 02:14:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
29.11.2020 02:14:12 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
29.11.2020 02:13:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
29.11.2020 02:00:12 NTP: Sync time with time server.
29.11.2020 01:37:46 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.
29.11.2020 01:37:32 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.
29.11.2020 01:00:02 NTP: Sync time with time server.
28.11.2020 23:59:53 NTP: Sync time with time server.
28.11.2020 23:46:19 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.
28.11.2020 23:45:19 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.
28.11.2020 23:39:54 WiFi_Booster-(mymodem)IF[2.4G](BC:30Smiley Very Happy9:CF:3F:E9)Smiley FrustratedTA(38:30:F9:04:78:C5) connected.

 

 

Any ideas if it is something at my end or a network issue?

Ideally it would be nice to not have to restart it every day.

 

Regards,

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106 REPLIES 106
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

Your the second person to post the exact same problem with LH1000 modem. The only difference was the time (5:00am). There problem was fixed by a factory reset. After you did the reset did you restore modem's settings from a backup file?

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

Hi cf4,

 

After the reset I did not restore the settings from a file in case they were carrying something that could potentially cause the issue.

I reentered my bigpond username and password (unless you don't need this as it seemed to work without it?) was the only thing I did after the reset and left all other setting as is for the first night. 

After that I tried the supervision setting change.

The only other things were reenabling parental controls on about the 4th day or so as the kids were abusing the screen time again with the floodgates open :-)

the other item I changed was disabling IPv6 so OpenVPN would work, also a few days in so i could rule it out as a cause.

I will try another hard reset and report back if it changes anything.

 

Thank you

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Connection fails every night at the same time

Hi - my Arcadyan firmware 0.12.15r is set for WAN Supervision BFD on default and you don't need to enter your Telstra User account ID and Password. Do you mean OpenDNS or are you using a VPN client on your PC which may time out after a certain period if not in use? Does the modem become stable if you use default Telstra DNS Servers and no Parent Control Settings?

 

no idea what the nas0 entry refers to, but the error logs are full of DNS failures.

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

Hi Mkrtich and cf4,

 

I just performed the factory reset again.

This time I left everything (including WAN Supervision BFD and creds as newdsluser@bigpond.com) as is with only three exceptions.

1) I set my Wifi to my normal naming and password in the 'Wifi Page'

2) I changed the default admin password in the 'User Settings Page'

3) Set the timezone in the 'Management page'

 

One thing I am surprised by after a factory reset is that the local DHCP range having gone to the default of 192.168.0.2-254, in my previous setup I had this set 192.168.0.2-99,

100 odd slots available for Dynamic assignment,

I would then set some static leases for some of my devices, for example my main computer (RJ45 connection) doing the file share in the house was set to 192.168.0.100 (Nice and easy to remember) after the reset it has retained this IP address as have others even without any static leases defined against the Mac addresses.? Making me question if it has indeed performed a full reset. 

 

Anyways, we'll see tomorrow morning if it's still up and running or not.

Thank you both for the input.

 

Regards,

Regan

 

 

 

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

The DNS Failure only occur once it has fallen over, prior to this they are successful with entries like

02.12.2020 19:38:49 DHCPv6: nas0 renew successfully

02.12.2020 19:35:17 NTP: Sync time with time server.

 

The DNS Supervision fails entries are at the time of failure as I have it set to DNS on the WAN Supervision, if I set it to BFD the logs will revert to 

28.11.2020 08:49:58 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1

 

which also raises an interesting point, as the WAN Supervision should be the trigger to fail over to 4G.

We will see what happens tonight after the Factory Defaults Reset I just performed.

 

 

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

This exact same problem has been happening to me for the past week. Same modem. Mine is bugging out at 4:10am every morning until i restart the modem.

 

So a factory reset is the solution?

 

Is this a firmware update breaking the modem?

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

Hi iKwyji,

 

The fix is yet to be determined :-)

I am trying the factory reset a 2nd time with minimal setting changes to see how it goes.

Will report back in the morning if it died or stayed up overnight.

 

In terms of the firmware, I have no idea when mine was updated last to determine if it coincides.

This is what the Info page has for my hardware.

Product Vendor - Arcadyan
Product Name - LH1000
Boot Version - 1.0.38-116.118
Firmware Version - 0.12.15r
Hardware Version - 01
iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Yeah everything you have listed there is the same as my modem...so to me this is leaning towards being a problem with the modem.

 

Although annoying im glad to see im not the only person going mad with this problem and wouldn't appear to be a problem with my lines then.

 

Fingers crossed your factory reset works. will try mine tomorrow.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

By any chance did you turn of BFD supervision on the 29th of November? Before this date the modem detected the loss of the link with a BFD error after the 29th the modem detected loss with a DNS errors.

 

@Mkrtich 

nas0 is the modem's WAN port and ptm0 is the modem's DSL port.

 

DSL connection   "17.11.2020 02:56:23 DHCPv4 - trigger renew on ptm0"

WAN connection: "29.11.2020 02:15:33 DHCPv4 - trigger renew on nas0"

 

 

When the fault occurs

 

29.11.2020 02:15:33 DHCPv4: WAN0 RENEW NACK  Does not get Acknowledgement 
29.11.2020 02:15:33 DHCPv4 - trigger renew on nas0  Sends Renew IPv4 
29.11.2020 02:15:13 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4  Fault detected
29.11.2020 02:14:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
29.11.2020 02:14:12 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
29.11.2020 02:13:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1

 

What should happen

29.11.2020 21:31:31 DHCPv4 Script: RENEW(nas0)
29.11.2020 21:31:28 DHCPv4: WAN0 RENEW ACK

 

 

 

 

 

 

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time


@cf4 wrote:

By any chance did you turn of BFD supervision on the 29th of November? Before this date the modem detected the loss of the link with a BFD error after the 29th the modem detected loss with a DNS errors.

I did switch it, (wild stab moment.)

 

@Mkrtich 

nas0 is the modem's WAN port and ptm0 is the modem's DSL port.

 

DSL connection   "17.11.2020 02:56:23 DHCPv4 - trigger renew on ptm0"

WAN connection: "29.11.2020 02:15:33 DHCPv4 - trigger renew on nas0"

 

 

When the fault occurs

 

29.11.2020 02:15:33 DHCPv4: WAN0 RENEW NACK  Does not get Acknowledgement 
29.11.2020 02:15:33 DHCPv4 - trigger renew on nas0  Sends Renew IPv4 
29.11.2020 02:15:13 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4  Fault detected
29.11.2020 02:14:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
29.11.2020 02:14:12 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
29.11.2020 02:13:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1

 

What should happen

29.11.2020 21:31:31 DHCPv4 Script: RENEW(nas0)
29.11.2020 21:31:28 DHCPv4: WAN0 RENEW ACK

 

I can see these at other times in my logs

28.11.2020 20:07:26 DHCPv4 Script: RENEW(nas0)
28.11.2020 20:07:23 DHCPv4: WAN0 RENEW ACK
28.11.2020 19:59:15 NTP: Sync time with time server.

 

 

Also, I see these lines also inside the "fail to sync timeserver" blocks but not sure where/how the log files are accessed? Telnet?  (just in case they might be of assistance)

29.11.2020 03:16:01 check Log size /tmp/lib-arc-cfg.errlog
29.11.2020 03:15:01 check Log size /tmp/dhcp_log.txt

 

Thanks again

 


 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

Those files might contain useful information and Telstra might be able to access. The modem blocks telnet so can't access them using telnet.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

@Colville 

@iKwyji 

What suburb do you live in and what type of connection do you have. If reset doesn't fix problem and  loss of connection is happening at same time and you are both connected to same server it could be a server problem.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

thing is i am having the EXACT same problem as Colville but i have done nothing to the modem at all. No new devices attached. No cords changed in the back. Haven't moved it to a new location. haven't changed any settings internally. Just woke up last wednesday with no internet. Restarted the modem and the internet came back on but then it did the same thing the next day. So i had a look in my modem logs and found the same log entries as Colville is finding except mine are occurring at 4:10am for me.

 

Trying to explain this to telstra in the 'help' messaging app service is like pulling teeth. Keep asking me the same questions over and over like what is modem make model, are lights on, do you have internet. No real acknowledgement of what i am actually telling them which is i/we  are only having this issue at a certain time each day until we restart our modems.

 

We are not in the same house, 2 totally different people with the same issue and only common factor is we are using the same telstra supplied modem.

 

driving me nuts! lol

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Im in Mount Nathan on the gold coast. ADSL connection here. My internet is dropping out at 4am though not 2 am

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

this is my log from this morning...

 

02.12.2020 04:11:28 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
02.12.2020 04:11:58 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
02.12.2020 04:12:28 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
02.12.2020 04:12:58 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4
02.12.2020 04:13:18 DHCPv4 - trigger renew on nas0
02.12.2020 04:13:18 DHCPv4: WAN0 RENEW NACK

 

same thing same time every day for a week.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

anyway too tired for me to keep thinking about it now lol. hopefully factory reset is the solution otherwise a daily modem restart will have to become part of my routine ha ha

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Connection fails every night at the same time

@Colville - are you also on ADSL? I had perhaps incorrectly assumed you were on the NBN. 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

If it is an ADSL connection then nas0 would be the ADSL link, ptm0 the VDSL link and eth0 the WAN link.

 

Managed to find this in my log which shows what should happen when modem detects fault on link. Replace ptm0 with nas0. These events occurred during a planned outage.

 

17.11.2020 03:25:20 DHCPv4 Script: BOUND(ptm0) IPv4 address: 58.xx.xx.xx/255.255.0.0, lease time: 47216s, Gateway: 58.174.255.254, DNS: 61.9.226.33 61.9.226.1
17.11.2020 03:25:20 DHCPv4 Script: BOUND(ptm0) ProvisionCode = xxxxxxxxxxxxxxxxxxxxx
17.11.2020 03:25:19 DHCPv4 Script: BOUND(ptm0)
17.11.2020 03:25:16 DHCPv4: WAN0 BOUND ACK
17.11.2020 03:25:15 DHCPv4: WAN0 REBIND receivedSmiley Very HappyHCPOFFER
17.11.2020 03:25:14 DHCPv4: WAN0 REBIND Send Discover

        '                '           '              '            '                 '
----------------------------------------------------------------------------------
17.11.2020 02:56:27 DHCPv4 Script: RELEASE(ptm0)
17.11.2020 02:56:23 DHCPv4 - trigger renew on ptm0
17.11.2020 02:56:04 TR069: Detect value changeSmiley Very Happyevice.ManagementServer.ConnectionRequestURL.
17.11.2020 02:56:03 TR069: Current connection request URL: http://58.xx.xx.xx:51007/l8xxxxxxxxxxxxxx
17.11.2020 02:56:02 WAN: ptm0 BFDv4 Supervision fails once. Fail Count = 4
17.11.2020 02:55:53 WAN: Notify System Services WAN v6 Stopped (ptm0)
17.11.2020 02:55:52 DHCPv6 - notify agent to start client on ptm0
17.11.2020 02:55:50 DHCPv6: Release on ptm0, interval 1000ms.
17.11.2020 02:55:46 DHCPv6 - trigger renew6 on ptm0
17.11.2020 02:55:38 WAN: ptm0 BFDv6 Supervision fails once. Fail Count = 4
17.11.2020 02:55:31 WAN: ptm0 BFDv4 Supervision fails once. Fail Count = 3
17.11.2020 02:55:08 WAN: ptm0 BFDv6 Supervision fails once. Fail Count = 3
17.11.2020 02:55:01 WAN: ptm0 BFDv4 Supervision fails once. Fail Count = 2
17.11.2020 02:54:37 WAN: ptm0 BFDv6 Supervision fails once. Fail Count = 2
17.11.2020 02:54:31 WAN: ptm0 BFDv4 Supervision fails once. Fail Count = 1
17.11.2020 02:54:07 WAN: ptm0 BFDv6 Supervision fails once. Fail Count = 1

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

No joy folks.

The reset had no affect.

 

I'm in WA, 2 hours ahead of QLD, so they are dropping out at the same time.

cf4 mentioned a post saying 5am, for daylight savings that the same time too!

 

I am on ADSL2 also iKwyji and not in a city.

 

03.12.2020 02:15:34 DHCPv4: WAN0 RENEW NACK
03.12.2020 02:15:34 DHCPv4 - trigger renew on nas0
03.12.2020 02:15:12 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4
03.12.2020 02:14:42 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
03.12.2020 02:14:11 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
03.12.2020 02:13:41 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1

 

I did notice that it has automatically update the username to be my bigpond account.

 

The funny thing is my modem thinks all is well? See screens from this morning before the daily restart.

Note the orange mobile signal is pretty much normal, I'm in the country and 1 or 2 signal bars on Telstra mobile network is the norm round here.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Dang it. 

 

So the people who are having this issue are all different parts of au but looks like we are all on adsl2 and im guessing we all have low to no mobile coverage. I am in the hinterland and we have 0 mobile coverage.

 

Telstra 3 times told me there is an authentication issue and 3 times told me to enter my username and password into the modem...of course i've never changed that but did it anyway 3 times and still no affect.

 

I cant for the life of me figure out whats going on then. Could be our modems, could be a problem at their end (which they keep telling me they see no problems other then this authentication issue)....

 

I get the same as you in the morning, all green lights as if working normally....

 

Is it possible when its failing its switching over to our 4g back up but because we have no signal we have no internet? Is there a way to stop the 4g fall back option entirely?

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

Modem is not switching to 4G backup. You would see it switch in the log. It could be a Telstra network problem as I have see at least one post with a different modem. See post below.

https://crowdsupport.telstra.com.au/t5/modems-hardware/internet-drops-out-daily/m-p/910406

 

Instead of restarting modem when it next occurs just try re entering username and password and saving settings. If that doesn't restore internet try disconnecting and reconnecting DSL port.

 

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Hmm, so one of those 'Telstra issue but according to them no issue'  issues.

 

Just  to clarify in my modem the username is *******@bigpond.com. Is that the correct entry, my full email address or should it just be my username without @bigpond.com at the end?

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

I am not saying that the entry is incorrect. Re entering the username and the user ID should force the modem to release the connection and set up connection again which is what the modem should do automatically when it detects that the link is faulty. The modem is not releasing the connection.

 

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

I literally just got a text from telstra saying "the internet connection issue on your ADSL Service is now fixed. This ticket will now be closed"

 

Don't know what they fixed or if they are just saying too bad so sad but will see if any different tomorrow morning.

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

fingers crossed :-)

 

PS, it will be your full email address in the credentials for the connection.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Okay so if they are telling me they are seeing an authentication issue hopefully they found the problem at their end and its resolved.

 

I'll report back tomorrow if we have a winner

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

No luck for me mate, how did you go @iKwyji ?

 

but @cf4 's trick worked, re-entering my password trigger the connection to come up again. A lot easier than a restart as a consolation prize,

 

04.12.2020 02:17:11 NTP: Unable to sync time with time server.
04.12.2020 02:15:39 DHCPv4: WAN0 RENEW NACK
04.12.2020 02:15:39 DHCPv4 - trigger renew on nas0
04.12.2020 02:15:32 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4
04.12.2020 02:15:31 NTP: Unable to sync time with time server.
04.12.2020 02:15:02 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
04.12.2020 02:14:32 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
04.12.2020 02:14:02 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
04.12.2020 02:13:51 NTP: Unable to sync time with time server.
04.12.2020 01:13:11 NTP: Sync time with time server.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Nope. They’ve fixed nothing. So this sounds like a problem at their end

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Best guess anyone, would a new modem resolve this issue or is this a Telstra problem?


 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

It looks like this is a Telstra network problem. If you have a spare ADSL modem you could try another modem. If you are not getting any were with Telstra support lodge a complaint. 

 

https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint

 

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Set up the old D-Link. See if that makes a difference. Worst case this modem lets me schedule an automatic reboot at a set time each day.

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Final update, tried a different modem and woke up with internet. So looks like the issue is with the modem.

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

That's interesting, I wonder if it is firmware update related then?

Mine dropped out 2:13 am on the dot again.

:-(

 

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

It still may have dropped out but this new modem might have resolved the issue properly once it came back on. 

Not sure, all I know is there was internet when I woke

 

 

 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

The problem could be related to the latest firmware update. To find when your firmware was updated look for a similar event to the one below. If it is faulty firmware it only seems to effect ADSL connections. There is a later firmware 0.13.1r currently being released which hopefully will fix the problem. You could try and get the new firmware pushed to your modem by support.

 

"16.11.2020 15:58:03 TR069: Reboot by ACS command.
16.11.2020 15:57:51 TR069: Firmware LH1000_0.12.15r_build01_Netduma-b88df56_R0A_debug.w.ArcSigned download successfully."

iKwyji
Level 4: Private Eye

Re: Connection fails every night at the same time

Another quick note, i just logged into the new modem and the connection uptime is 14 hours which lines up with when i set up the new  modem last night. So there hasn't been any disconnections through the night.

 

More and more likely this is a modem issue...affecting probably adsl connections and maybe even adsl connections with no or poor 4g mobile signal for back up.

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

Thank you,

 

My logs don't go back far enough but that date would coincide roughly to when it started.

Will get on to the Telstra techs to see if I can get the one under development, or if possible, roll me back to the previous until the new one gets released.

It is looking pretty likely now that this will be the root cause, will continue on and will update this thread when I get to the finish line.

 

Regards,

Regan

 

UserLevel999
Level 2: Rookie

Re: Connection fails every night at the same time

08.12.2020 04:10:05 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
08.12.2020 04:10:35 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 2
08.12.2020 04:11:05 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 3
08.12.2020 04:11:35 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 4
08.12.2020 04:11:44 DHCPv4 - trigger renew on nas0
08.12.2020 04:11:44 DHCPv4: WAN0 RENEW NACK
08.12.2020 04:31:32 NTP: Unable to sync time with time server.
08.12.2020 04:33:12 NTP: Unable to sync time with time server.

same mysterious 4:11 and Telstra app is appalling... I’ve installed a power timer which turns off at 4am and back on at 430am.  I’m also asking Telstra to discount my monthly bill to offset the cost of them renting my hardware timer solution to fix the issue with the hardware modem they supplied Smiley Wink

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

Brilliant solution while waiting for modem's firmware to be updated but I doubt you will receive compensation for Timer. You might receive compensation for the inconvenience the fault has caused.

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

I still haven't managed to get on to Tech support, but interestingly I have found it surviving 2 out of the 3 nights since I last wrote, and there is some health check occuring at 7am now....

 

07.12.2020 07:32:02 WAN: nas0 BFDv6 Supervision fails once. Fail Count = 1
07.12.2020 07:25:26 WAN: nas0 BFDv6 Supervision fails once. Fail Count = 1
07.12.2020 07:25:03 DHCPv4 Script: RENEW(nas0)
07.12.2020 07:24:59 DHCPv4: WAN0 RENEW ACK
07.12.2020 07:16:18 WAN: nas0 BFDv6 Supervision fails once. Fail Count = 1
07.12.2020 07:13:52 DHCPv6: nas0 renew successfully
07.12.2020 07:08:32 health check case (SIP LOG)
07.12.2020 07:08:27 health check detect case (ThorGW)
07.12.2020 07:08:27 health check [httpd] init or restart
07.12.2020 07:08:27 health check [ThorGW] init or restart
07.12.2020 06:50:31 WAN: nas0 BFDv6 Supervision fails once. Fail Count = 1
07.12.2020 06:49:01 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
07.12.2020 06:45:00 NTP: Sync time with time server.
07.12.2020 06:31:17 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1
07.12.2020 06:30:09 WAN: nas0 BFDv6 Supervision fails once. Fail Count = 1
07.12.2020 06:14:39 WAN: nas0 BFDv4 Supervision fails once. Fail Count = 1

 

 

plus now my logs a riddled with fail = 1, they are just not getting to fail = 4 where it would drop out before.

 

TBC :-)

 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

There might be an inter intermittent line fault causing the fail count 1. The break in the connection not long enough to get past count 1. Could you post the line stats (Advced > Diagnostics > xDSL), these will indicate if there is a problem with the line.

 

 

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

Parameters | Total | Current Quarter| Previous Quarter | Current Day | Previous Day | Since Sync

Downstream FEC76409207238351289376409
Upstream FEC182990682821829
Downstream CRC14300630143
Upstream CRC000000
Downstream ES10910900721
Upstream ES000000
Downstream SES000000
Upstream SES000000
Downstream UAS52520000
Upstream UAS52520000
Downstream LOS000000
Upstream LOS000000
Downstream LOF000000
Upstream LOF000000
Downstream LOM000000
Upstream LOM000000
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Connection fails every night at the same time

Those stats don't indicate any fault on the link. They do indicate the modem is incorrectly recording some line faults in the wrong column. For example how can you have 109 Downstream ES for the Current Quarter but zero for the Current Day and only 21 since sync (unless line has synced in last 15 minutes).

Colville
Level 4: Private Eye

Re: Connection fails every night at the same time

So again today it remained up, making it no longer a reoccurring issue.

I wonder if that is the same for the @iKwyji and @UserLevel999 

I guess should it not return consistently then we let it go, root cause unknown and close this thread.

 

Again thanks for all your effort @cf4 you clearly are a full bottle of this stuff :-)


Enjoy the festive season and stay safe.

 

Regards,

 

Regan

dbeyat45
Level 3: Gumshoe

Re: Connection fails every night at the same time

Mine drops out at 5:04 on the dot.  Brisbane AEST.  Tech assistance no help, said "remove and replace all the connections at the back of the modem, wait 5 to 10 minutes and reboot."

Looking at log entries, I'm beginning to suspect that my NAS is part of the problem.  About to experiment.

Have asked Telstra to push the latest firmware.


Don1
dbeyat45
Level 3: Gumshoe

Re: Connection fails every night at the same time

Thanks Squid.  Micro$oft Windows here.


Don1
IsThisThingOn
Level 1: Cadet

Re: Connection fails every night at the same time

Hi all

Glad to have come across this thread as it will make my discussions with Telstra more productive (or at least shorter and less repetitive).

I am Perth, WA based, ADSL2 connection, Telstra / Arcadyan LH1000 modem.

Same issue for the last one to two weeks (though not last night) - the only discernible difference being that I shot down my (Mac) computer last night - though Telstra literally just called and told me that a tech had 'made some changes to stabilise the line' yesterday.

I thought it would be worth mentioning here that I had the same issue for weeks back in August. I finally managed to get them to send a technician out because I was convinced it was a fault on their side of the equation (or perhaps the line). Tested the line said it was fine (as they had done remotely) and magically determined that the issue was my old Belkin modem - obviously no test done - so they supplied the new modem. It worked fine up until recently.

So the key takeaway for me is that I would not expect it to be a modem issue (and I'll be asking Telstra again why I should have bought a new modem off them when the issue has returned).

Don't have an exact time for my dropouts as the log reset when I completely reset the modem the other day but is sometime between 2am-3am AWST so aligning with others.

giscal
Level 2: Rookie

Re: Connection fails every night at the same time

As per above, I am glad that I found this thread as the exact same issue has been happening to me intermittently since this date. Mine occurs at around 5:14 am in the morning AEST (Gisborne-Victoria) and I am on ADSL2+ with the Telstra / Arcadyan LH1000 modem.

 

I thought the issue fixed itself as hadn't had a fail for a few days - until this morning when the same fault occurred as described.

 

Previous to that I had different issue with dropouts even 30 minutes that I needed the telstra tech to attend twice in September and October and the logs were different to this.

 

I am contacting telstra today and will update thread on progress and hopefully resolution.

 

 

dbeyat45
Level 3: Gumshoe

Re: Connection fails every night at the same time

Thanks and best of luck with Telstra. 

I was given the advice to disconnect all wires srom the back of the modem, turn it off, wait 5-10 minutes, re-fit all the leads and re-boot.  Of course, it worked fine till the next morning.  This morning, I re-booted from the management app just before the expected 4:13am dropout.

FWIW, all lights - apart from the 'Mobile Mode' - are on when it drops out.


Don1

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