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Kobra_Kommander's profile

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Sunday, February 26th, 2023 7:18 PM

I get internet dropouts throughout the day followed by DNS errors on the ATT diagnostics page.

Constant DNS errors

Internet drops out a few times a day and when I run ATT diagnostics, I receive DNS FAIL.  I submit the errors to the sys log and cannot get through to anyone at ATT to help.  I have already checked all cables and conducted a hard reset as well as multiple reboots.  Please advise.  Thanks!

See attached for DNs FAIL on diagnostics run after internet fallout

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ATTHelp's profile
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9 days ago

We're here to assist with the DNS failure you are seeing, @Kobra_Kommander!

 

We recommend performing a factory reset of your gateway as this can clear any settings that may be causing the DSN failure. Heads up: Be sure to jot down your custom settings, like your static IP address if you have one, or your Wi-Fi network name (SSID). You can then change them back after the factory reset.

 

These are the steps to factory reset your gateway:

  1. Press and hold the gateway Reset button for at least 10 seconds. If you let go before 10 seconds, the gateway will reboot, but it won’t reset.
  2. Wait until the gateway restarts and all the status lights are lit. 
  3. See if the Broadband or Service status lights are solid green. If so, the reset worked.

After performing these steps, please try the test again and let us know if the DNS continues to fail. If so, we may need to run some additional tests on our end to ensure everything is working correctly.

 

CalebP, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

 
 
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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dave006's profile
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9 days ago

@Kobra_Kommander 

It would be helpful if you posted the screenshot after you click on the "Details" button on the Diagnostics tab.

Dave

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Kobra_Kommander's profile
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7 days ago

Here is a screenshot once I click the "Details" button.  Not much more info here either.

I've reset a few times, no change in behaviour.   

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Kobra_Kommander's profile
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4 days ago

bump

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Kobra_Kommander's profile
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3 days ago

Hello?!?!?  Anyone there?

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Kobra_Kommander's profile
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2 days ago

@ATTHelp please respond

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Kobra_Kommander's profile
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1 day ago

Does anyone from @ATTHelp monitor these forums?

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Kobra_Kommander's profile
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5 hours ago

Can you hear me in the back...  @ATTHelpForums does anyone at @ATTHelp browse these forums?  We are still having issues with DNS errors.

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tonydi's profile
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39 minutes ago

You can't page ATTHelp using the "@" symbol because they aren't on this forum software so they never get the notification.  It may be that they mistakenly believed your issue was solved (clearly it wasn't) and closed the ticket or they just accidentally closed the ticket.

The only thing you can do is to open a new ticket, which they will be alerted to by their software.

 
 
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