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Level 5: Eagle Eye

TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

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Hi,

For the last three weeks my modem has begun to lose internet connection in the mornings and does not failover to 4G.

 

Product Vendor Arcadyan

Product Name LH1000

Boot Version 1.0.38-116.118

Firmware Version 0.11.11r

Hardware Version 01

 

The modem is at the latest firmware version  0.11.11r ( as per https://crowdsupport.telstra.com.au/t5/broadband-nbn/arcadyan-firmware-update-notes-0-11-11r/ta-p/88... )

 

The Arcadyan is connected to the NBN HFC modem.

 

I only lose WAN connection. Internal LAN connection continues to operate. I know this as I have internal and external pings running continuously and only the external fail. 

 

I have:

- Powered down and up all network and modem devices;

- Disconnected the HFC cable for 10 minutes

- Performed a hardware rest on the Arcadyan using a bent pin

 

I took a look at the logs.

The following messages are routinely being reported..

TR069: Sending 1 BOOT inform to ACS: 2001:8006:3100:2100::1.

TR069: Inform Fail!!(Invalid URL or ACS unreachable)

TR069: ACS connection failed with error code 401

TR069: Account is not existed!!

 

And I get these error message only around when the drop out occurs

WAN: eth0 BFDv4 Supervision fails once. Fail Count = 4
WAN: eth0 BFDv6 Supervision fails once. Fail Count = 4
WAN: eth0 BFDv4 Supervision fails once. Fail Count = 3
WAN: eth0 BFDv6 Supervision fails once. Fail Count = 3
WAN: eth0 BFDv4 Supervision fails once. Fail Count = 2
WAN: eth0 BFDv6 Supervision fails once. Fail Count = 2
WAN: eth0 BFDv4 Supervision fails once. Fail Count = 1
WAN: eth0 BFDv6 Supervision fails once. Fail Count = 1

 

I have been told in a separate forum thread that for the TR069 message that "This message occurs when the modem can't communicate with the management server. It can usualy be fixed by reseting the modem to factory default and not loading any modem configuration backup files. "

 

I have performed the bent-pin reset on the back of the modem and given that the modem is already at the latest F/W version the advice is partly not applicable.

 

HAs anyone got any experience with TR069 Account is not existed or BFDv4 / BFDv6 Supervision fails ?

 

Regards,

           Dave

111111111^2 = 12345678987654321
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Level 5: Eagle Eye
Accepted Solution

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

Telstra replaced the Arcadyan modem with a Technicolor Modem.
I haven’t had a problem for 10 days.


I’m not sure if the new modem fixed the problem or if Telstra having to redo my account settings solved the problem.


Either way it’s happy days.

 

Dave.

 

111111111^2 = 12345678987654321

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5 REPLIES 5
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Level 24: Supreme Being
Level 24: Supreme Being

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

Your NBN link or the modem is faulty. To check whether it is the NBN link or the modem that is faulty disconnect modem from NBN box and connect a PC or MAC with Ethernet [ort directly to NBN box. If the PC or MAC have internet access then modem is faulty, If the the PC or MAC can't connect to internet then NBN link is faulty.

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Level 5: Eagle Eye

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

Hi,

I had another network drop out this morning, so I followed cf4's advice.

I disconnected the NBN modem from the Smart Modem and connected a laptop directly to the NBN modem. The laptop was able to connect through to the internet. When I reconnected the NBN modem to the Smart Modem the internal network was re-enabled to connect through to the internet.

I didn't have to reset anything. It appears that maybe just disconnecting and reconnecting the NBN modem from the Smart Modem reinitiates the connection. 

 

A look at the logs showed the the WAN: eth0 BFDv4/6 Supervision fails occur after the network drops out. The "TR069: Account is not existed!" errors continues to occur regardless.

 

Not sure that this is confirmation where the problem is.

 

Dave

 

 

 

 

 

 

 

 

 

111111111^2 = 12345678987654321
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

The BFDv4 / BFDv6 Supervision fails occur when there is a break in the internet link, The break in the link will result in the modem being unable to communicate with the management server and cause the TR069 errors. Once the the link is back up the TR069 errors should stop. If they still occur then something else is also wrong. In my experience a factory reset usually fixes the TR069 errors when link is working correctly. As you have already tried a factory reset I don't know what else to suggest. For the firmware update to have occurred TR069 must have been working the TR069 errors must have only just started occurring.

 

The fact that your 4G backup isn't working also indicates something else is wrong with modem. Does the phone work?

 

 

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Level 5: Eagle Eye

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

Hi cf4,

Yes the phone continues to work when the internet drops out and I do think that the "WAN: eth0 BFD" fails are more a symptom than a cause.

 

The Telstra Specialist Team have been trying to figure this out over the last 2 days. They think that its the NBN; however, they couldn't give me a rational explanation as to why. I asked about them about the  "TR069: Account is not existed!" etc. messages; however,  they didn't know what they mean, They aren't trained in those messages. So I pushed back on the pass-over to NBN,  so they had me do a hard (pin) reset of both the Smart Modem and the NBN Modem. They also had me take the 4G SIM out of the Smart Modem and leave it out for three hours.

They intend monitoring it over the next 24 hours and will call me back tomorrow.

 

Thanks for the help.

Dave

 

 

 

 

 

111111111^2 = 12345678987654321
Highlighted
Level 5: Eagle Eye
Accepted Solution

Re: TR069: Account is not existed!! AND WAN: eth0 BFDv4 BFDv6 Supervision fails

Telstra replaced the Arcadyan modem with a Technicolor Modem.
I haven’t had a problem for 10 days.


I’m not sure if the new modem fixed the problem or if Telstra having to redo my account settings solved the problem.


Either way it’s happy days.

 

Dave.

 

111111111^2 = 12345678987654321

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