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Level 1: Cadet

Gateway TG799 disconnects every morning

Hi, I have my technicolor gateway for a few years now, and until recently (last couple of months) it had been working fine. But now, between 5am and 6am everyday, the connection drops out or becomes intermittent. In more than a few occasions I can see that the gateway keeps rebooting. (turns off, lights are red and becomes green > everything is fine, then turns off, etc.,) This happens between this time of day, multiple times. I've dismissed it before as a firmware upgrade. But it's been happening almost every morning, and it's getting frustrating. I have a personal cloud that is connected to the gateway and the cloud pings me every time the connection is out or intermittent so I know this happens every day, I have turned it OFF and back ON again several times. Problem persists. I have 2 Telstra gateways and both of them exhibits the same thing, same time of every morning. Gateway details are. Product Vendor Technicolor Product Name Technicolor TG799vac Software Version 17.2 Firmware Version 17.2.0261-820-RA Hardware Version VANT-F DSL Version A2pv6F039v2.d26q

Has anyone have a clue why this is happening? I'm reluctant to reset the gateway to factory settings as I'm not keen on re-configuring it again. The gateway are working fine the rest of the day.

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6 REPLIES 6
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Gateway TG799 disconnects every morning

Could you post the log viewer file between 5 am and 6 am. Normally the log viewer only displays 50 minutes of events but the exported file contains 80 hours of events. The log viewer is located at Advanced > Diagnostics > Log Viewer.

It does sound like a firmware update. Last update was released in August (17.2.0240-820-RA)  The firmware you have is for frontier gateway.

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Level 1: Cadet

Re: Gateway TG799 disconnects every morning

 

 

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Gateway TG799 disconnects every morning

I am not an expert but I can't see anything wrong in the log events. The section before the reboot might have shown the cause of the reboot. The section posted only shows events after reboot. According to the latest information I have the gateway does have the wrong Firmware for the TG799.

 

@YastiandrieIs the latest Firmware for the TG799 is 17.2.0240-820-RA?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Gateway TG799 disconnects every morning

@cf4 261 is the latest. i made a typo in the post you checked. 240 was released in april
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Gateway TG799 disconnects every morning

 @Yastiandrie is it possible for the TG799 that does not have all the same features as the DJN 2130 to use the same firmware? The reboots have been happening for two months about the time of the firmware update.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Gateway TG799 disconnects every morning

I get where you're coming from.

However, they both use the same software platform, and same TR 69/TR 181 specification. The TG799 is unique though as it can also use TR 98

That being said the firmware is not 100% identical as they use 2 different chipsets

The LTE chip in the Frontier/Smart Modem which gets separate firmware updates independent of the modem firmware
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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