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texasguy37's profile

Expert

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14.5K Messages

Saturday, October 22nd, 2011 5:37 PM

U-verse Issue

Instead of offering my help, I'm asking for help from the knowledgeable people on this forum!

 

I'm having an issue with my U-verse service.  The issue began the day after I received the new firmware update ((6.3.7.42)  on my 3800HGV-B RG about 2 weeks ago.  This may be a coincidence or the reason for the problem.  Since receiving the new firmware update, I will lose all U-verse services (TV, internet and voice) approximately 18 - 22 hours after the last time the RG was rebooted.  The only way to restore service is by rebooting the RG.  Then the pattern continues of losing service 18 - 22 hours later and the RG needing to be rebooted to restore service.

 

I contacted Tier 1 Technical Support about the problem last week.  The TSR ran tests on my line, noticed some errors, and dispatched a tech.  The tech arrived on site and mentioned that there were some errors on the line; however, they should not be enough to take down my service.  He did replace my 3800HGV-B RG with another 3800HGV-B which also has the new firmware update.  He also opened a ticket for an I&R tech to come out to check my line.  True to form, I lost service again about 20 hours after my RG was replaced, and I had to reboot the new RG to restore service.

 

The next day, the I&R tech arrived, tested the outside line and discovered some errors on that line.  He replaced the line running from the NID to the pedestal.  As I could have predicted, 22 hours after the I&R tech left, I lost services again requiring a reboot of the RG to restore.

 

This patterned has continued since it started almost 2 weeks ago after my old RG was updated with the new firmware up.  During the time that the service is up and running, I am having no issue with TV, internet or phone.  All service work very well during that time.  Also, when I do lose service, all the lights on the RG remain green.  None of them begin to flash red which is a bit odd.

 

Contacting Tier 1 again on this issue would probably not be productive, so my next step will be to reach out to David's group.  Before I do, I want to get some feedback from you guys.  Is anyone else having this issue?  Is it related to the new firmware update, or is that just a coincidence?

 

Also, here are my screenshots from UVT:

 

Stats-2011-10-22-12-03-04.png

 

 

ErrorTable-2011-10-22-12-03-27.png

 

 

Bitloading-2011-10-22-12-03-35.png

3 Attachments

Expert

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14.5K Messages

13 years ago


@jbdet313 wrote:

 

It almost sounds like what would happen if you had an overloaded or faulty electric circuit breaker in the panel.

 

Even though I'm not a total techie yet with this Uverse, with the above in mind, it's sounding like there's a problem somewhere in the VRAD. If this is happening with such regularity, as in the amount of time until something "trips", and the fact that everything operates fine during the time service is up, I'm leaning on VRAD problems to be the culprit. Especially since your RG is somehow receiving enough of whatever signal that it acts like everything's working just fine, and that's happening with a new one as well.


Interesting theory. I would think that if that were occurring, something would have to be reset in the VRAD to get things working again instead of the rebooting of the RG which is restoring services.

Expert

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20.4K Messages

13 years ago

If it was on some type of resettable "breaker", your reboot could possibly reset that "breaker" and service returns.  Since TS really didn't fix it, might be time to email David. Smiley Surprised

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Expert

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14.5K Messages

13 years ago

Yes, David is next on my list.

Scholar

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222 Messages

13 years ago

Texasguy37:  To pick from my earlier post, my RG also has the same firmware as yours, 6.3.7.42-plus.tm

 

And all services seem to be up and running for the last 3 days w/o rebooting.Smiley Happy

 

Best of luck!

Expert

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14.5K Messages

13 years ago

Thanks, Shyser51.  Do you know if your issue began after receiving that firmware update?

ACE - Expert

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35.8K Messages

13 years ago

Does the RG serve its web pages? Is there any thing in the display of the log at 18-22 hours?

Expert

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14.5K Messages

13 years ago

During the period when service is lost, I cannot access the RG web pages even though all lights are green on the front display.  Outside of the period when service is lost, I have no problem accessing the RG web pages.

Expert

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9.4K Messages

13 years ago

You know TG, since you've had the RG replaced, the line stats look fine, and the problem started coincident to the RG firmware upgrade, I wonder if the following scenario is possible:

 

1. You have a device on your network that periodically transmits some odd packets or corrupted packets out onto the network, either because of bad programming/driver, or bad hardware.

 

2. These corrupted packets or odd packets didn't cause a problem with the older RG firmware.

 

3. These corrupted or odd packets invoke a bug in the newer RG firmware, causing it to lock up.

 

 

To test this, what I'd do is make an inventory/list of every network device you have.  Then do the following:

 

1. Disconnect half of the devices from the network, then reboot the RG.

2. Wait until the 22 hour mark and see if you get an RG lockup again.

3. If so, the culprit is in the half of the network devices that are still connected to the network.  If not, the culprit is in the half of the network devices that have been disconnected from the network.

4. Take the half of the devices that the culprit is in, connect half of them to the network and disconnect the other half, reboot the RG, and repeat from step 2.

 

By continually cutting the pool of devices in half, eventually you will be down to one unique device that's causing the problem.  Confirm that's the device by disconnecting only it from the network, reboot the RG, and wait.

 

Expert

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14.5K Messages

13 years ago

SomeJoe, thanks for the suggestion.  I can give that a try.  I don't have a complicated network setup. I'm using the U-verse RG wired and wirelessly with no 3rd party router or switch.

 

Master

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5.7K Messages

13 years ago

A quick question.  By factory reset of the RG do you mean unplugging the power and then restoring it or do you mean pushing the reset button on the back of the unit?  Sorry for jumping in here but I did a search and did not see any thing on this.

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