WRP400 stops responding after browsing certain websites

Unanswered Question
Apr 20th, 2009

Hi support

We are a danish ISP who use Linksys RTP300 and WRP400 routers as CPE equitment. Trough our Danish Cisco contact (Henrik Bønnelycke) we have been told to discuss our prolems with the WRP400 router here.

Our problem is that the router seems quite unstable at many customers (who have no problem with RTP300). In the last few months we have been forced to replace a large amount of routes because the WRP400 just router stops responding (Cannot ping LAN+WAN interface, phone dead) while browsing certain websites fx. http://www.nordjyske.dk. At the time we are not able to repoduce the error here i the office and the problem are only at some customers.

At the begining we testet if the customers NIC was the source to the failure but as I see it it is not the case. We have tryid to exchange the customers NIS card and the problem was the same. Together with the fact that it works with a RTP300 router we must conclude something must be wrong with the WRP400.

From my point of view the problem could be related to the router content filter, activex filter or something like that when all the customers all have the problem on certain websites.

Please help we replaces 10-20 WRP400 routes every week right now and have no faith let for the WRP400 router.

Danmark.



René Gjerlev Pedersen

Driftstekniker

Bredbåndnord I/S

I have this problem too.
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Patrick Born Mon, 04/20/2009 - 15:29

Hi René,

We're not support, just interested helpers. Anyone can help anyone on these community pages.

I encourage you to open a trouble ticket with support and to contact your Cisco account representative in order to have this issue properly escalated.
Support is available at: http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

I have not heard of the type of problem that you describe. Some questions:

  1. When the router stops responding to ICMP and HTTP:

a. Does pressing the reset button restart the router?

b. What LEDs are lit?

c. What happens when you go off-hook and press **** on the phone in port 1?
d. If you get to the configuration menu, press 110#, is the correct IP address assigned to the device?

  2.  Does replacing the WRP400 make the problem go away for the customer, or does the new WRP400 become unstable too?

  3.  How often does a WRP400 stop responding before you replace it?

  4.  How are the WRP400s configured and provisioned?

a. Is this process automatic, or perfomed manually?

b. If manually, who performs configuration, you [ISP], partner, customer?

  5.  Can you please enable syslog on some WRP400s so that we can see what the WRP400 reports when it fails?

Please send me a sample WRP400 configuration to paborn at Cisco.com

Regards,

Patrick

-----------

rgp@bredbaandnord.dk Fri, 04/24/2009 - 05:06

1. When the router stops responding to ICMP and HTTP:

a. Does pressing the reset button restart the router?

    Not testet, but router works after poweroff and then on again.

b. What LEDs are lit?

    Not sure, but I know that Phone1 turns off. I'll get back on that.

c. What happens when you go off-hook and press **** on the phone in port 1?

    Nothing Phone port is dead
d. If you get to the configuration menu, press 110#, is the correct IP address assigned to the device?

    Nothing Phone port is dead

  2.  Does replacing the WRP400 make the problem go away for the customer, or does the new WRP400 become unstable too?

        With a new WRP400 the customer have the same problem. When replaced with RTP300 everything works.

  3.  How often does a WRP400 stop responding before you replace it?

        Customeres who are forced to power off and then on agian more than once a week. Most of them sees the problem every day.

  4.  How are the WRP400s configured and provisioned?

a. Is this process automatic, or perfomed manually?

    The voice part of the router is configuret with SPA file fra TFTP server

    Router part quite straigt forward WAN = DHCP, LAN 192.168.15.0/24 DHCP server active from address .100. IGMP Proxy enabled (IP-TV)

b. If manually, who performs configuration, you [ISP], partner, customer?

  5.  Can you please enable syslog on some WRP400s so that we can see what the WRP400 reports when

          I'll try to get some syslog but it is not simpel (hours of test at angry costumers :-( )

Patrick Born Mon, 04/27/2009 - 07:28

Hi,

Thanks for the information. I look forward to the additional information as soon as you are able.

What happens when you go off-hook and press **** on the phone in port 1?

    Nothing Phone port is dead

Even though the phone port is dead, please go off hook and press **** to see if anything is heard

The configuration menu should play, even when the port is not configured and does not play dial tone.

How often does a WRP400 stop responding before you replace it?

        Customeres who are forced to power off and then on agian more than once a week. Most of them sees the problem every day.

Can you collect a WireShark trace during the day in order to capture an event? This may provide clues as to the root cause of the problem.

Can you please enable syslog on some WRP400s so that we can see what the WRP400 reports when

          I'll try to get some syslog but it is not simpel (hours of test at angry costumers :-( )

Collecting syslog logs shouldn't disrupt the customers any more than they already are being disrupted. Let them work as normal, or ask them to see if they can cause the problem to occur while you're logging, turn it into a challenge for them. :-)

What version of firmware are you loading on the WRP400 devices?

Please try version 1.01.00.

Please focus on replicating the problem and then describing for us so we can replicate in our labs and fix the issue/s.

Regards,

Patrick

----------

Patrick Born Tue, 05/12/2009 - 14:23

Hi René,

Thanks for the syslog information. We'll analyze it to see what it yields.

Regards,

Patrick

-----------

Patrick Born Tue, 05/12/2009 - 14:29

René,

1. What version of firmware are you loading on the WRP400 devices?

2. Have you tried version 1.01.00?

Regards,

Patrick

-----------

rgp@bredbaandnord.dk Mon, 05/18/2009 - 04:34

1. We are running 1.00.07 and have testet 1.00.06 at customers with same result. .

2. No, can you give my link to where to download 1.01.00 firmware.

jmolinas Mon, 05/18/2009 - 06:56

Hi Rene,

you can download the latest firmware from

http://www.cisco.com/en/US/products/ps10028/index.html

Below the picture you can see the option of "Download Software" and with your CCO account you can access to software download area.

The basic CCO account allow you to retrieve all firmwares from the "Linksys Business" branch.

Cheers,

Julio

rgp@bredbaandnord.dk Tue, 05/19/2009 - 00:07

Thanks. I have downloaded the new firmware and the new SPC tool. Can you give my a hint where I can find manual for the SPC tool and maybe a complete overview for settings i the WRP400 that can be changed with the SPC tool.

René

Bredbånd Nord I/S

jmolinas Tue, 05/19/2009 - 01:42

Hi Rene,

You can find the SPC tool on the same web I posted in the second link, below the firmware.

Cheers,

Julio

Patrick Born Wed, 05/20/2009 - 06:32

Hi René,

The Product Engineer and the Development Team have reviewed the syslog messages that you supplied and have not discovered any clues.

They have requested the following:

  1. Please attempt to replicate the issue in 1.01.00 firmware
  2. Provide detailed steps on how to replicate in 1.01.00
  3. Provide the backup file of the 1.01.00 router configuration:
              Administration tab > Config Management tab > Backup > [save cfg file and send to me at paborn at Cisco]
  4. Provide the backup file of the 1.01.00 voice configuration:
              Voice tab > Admin Login > Browser's File > Save As WRP400.html [send file to me]

Regards,

Patrick

-----------

rgp@bredbaandnord.dk Thu, 05/28/2009 - 23:44

We are right now testing the firmware 1.01 at the customers and we will get back to you about the result. But I have a question. Why not use the firmware 2.00.05, when I read the release notes this firmware have a even newer voice module firmware and some other good functionality.

Is there any reason to use work hours to test 1.01 when the 2.00.05 firmware seems to include all the new stuff.

Regards

René

Patrick Born Fri, 05/29/2009 - 04:12

Hi René,

Engineering request that you only test with 1.01.00 at this time because it has the same code base as 1.00.06

They suggest that you do not use 2.00.05 at this time because it is developed for 3G network support which uses a different code base to the 1.xx.xx train.

Regards,

Patrick

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rgp@bredbaandnord.dk Fri, 06/12/2009 - 02:00

We have testet the 1.01.00 firmware at some costumeres without luck. The router still stops responding and needs a restart several times a day.

One of my colleges have found some settings that seems to help solve the problem.

Here is the step we at the time is testing.

Customer vista PC.

---------------------

1) netsh interface ipv4 set subinterface "(interfacename)" mtu=1300 store=persistent

2) netsh int tcp set global autotuninglevel=disablenet

3) Disable ipv6 on the NIC.

WRP400 router

----------------------

1) Disable SPI firewall

Not all our costumers who have problems have Windows Vista but it is only the Windows Vista customers where we have been able to sovle the problem at some customers.

Does this give you any clues on the problem with the WRP400 router.

Patrick Born Tue, 06/16/2009 - 16:56

Hi René,

I have shared this information with Escalation Engineering, Product Management, and the Product Engineering team.

Aside from your reports, I've not yet seen this problem reported by others.

I'll let you know as soon as I hear back from the teams.

Regards,

Patrick

-----------

Patrick Born Fri, 06/26/2009 - 08:51

Hi René,

How are the WRP400 working now that you have modified some of the computers?

Are your customers experiencing any more lack of response from their WRP400? If so, how often is this happening?

Please don't forget that we still need the following from you in order to move forward with attempting to replicate in our labs:

1. Detailed steps on how to replicate the problem in 1.01.00

2. Backup file of the router configuration:
     Administration tab > Config Management tab > Backup > [save cfg file]

3. Backup file of the voice configuration:
     Voice tab > Admin Login > Browser's File > Save As WRP400.html

Regards,

Patrick

-----------

rgp@bredbaandnord.dk Tue, 07/07/2009 - 03:58

1. Detailed steps on how to replicate the problem in 1.01.00

We are not able to replicate the error in lab. As descripted early'er the problem is only at some customers who have the problem and we can sometimes remove the problem by tuning there PC. But we cannot make a PC at our lab replicate the error.

2. Backup file of the router configuration:

     Done, attached this post
3. Backup file of the voice configuration:

     Done, attached this post

Another thing is that we have around 40 costumers reporting problem with the phone. The problem is that when talking in the phone the WRP400 customer cannot hear the person they are talking to.

/Rene

Attachment: 
amontill Wed, 07/08/2009 - 02:26

Dear René;

Please note Patrick is on PTO. As soon as he comes back, he will continue with the case.

Regards
Alberto

Patrick Born Mon, 07/13/2009 - 08:47

Hi René,

Thanks for the information. I have forwarded it to the Engineering group for analysis.

Please let us know as soon as you are able to help us replicate the problem because our team cannot replicate the problem and have not received similar reports from other WRP400 deployments. This leads us to believe that the issue could be due to some local variable that we do not have in our testing environment.

Regards,

Patrick

----------

rgp@bredbaandnord.dk Mon, 07/13/2009 - 23:43

We try as hard as we can to replicate the issue but as I said before it is not easy to replicate when we only see the problem at customers. What about the voice issue where the WRP400 user cannot hear the person they are talking to. Do you have any reports from other WRP400 users about that ?

reinhardhansen Wed, 07/15/2009 - 10:17

I reside in the US and have the same problem with my WRP400. Interestingly, I also have a Danish VOIP provider (Viptel). The sound will disappear during calls. Moreover, the internet is very unstable. Both Mac's and PC's will loose the internet from time to time. The Mac's that connects over wifi often reports "An error occurred while trying to join ``PM''. Please try again." 

Patrick Born Wed, 07/15/2009 - 13:39

Hi Reinhard,

Thanks for joining the conversation.

By "internet is very unstable", do you mean that Internet access is intermittent? As I understand from René, his customers' WRP400 locks up and has to be rebooted/replaced in order to restore Internet connectivity. Is this what you're experiencing?

When the Macs WiFi connection fails, does it come back on its own, or is some type of intervention required?

Have you noticed any types of patterns that appear to cause these problems? We've not been able to replicate René's customers' issues, so anything you can offer will be most appreciated.

How is your WRP400 connected to the Internet? A diagram would be great.

How much traffic do you believe the WRP400 is handling? Are you streaming video, file sharing, or anything similar?

Can you please use Wireshark to capture network traffic so Engineering can analyze events when an interruption occurs?

Regards,

Patrick

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rgp@bredbaandnord.dk Thu, 07/30/2009 - 06:05

Hi

We are still not able to reproduce the error here at Bredbaand Nord. But we have now been at a customer and make quite a few tests. In this post i'll try to explain what we saw. All test results will be provided in the attached .zip file. The .zip file includes router and voice configuration backups.

Customer complain:

Our customer with a phone connected to the WRP400 phone port hear 5-10 sek. of silence many times during conversation, even in a 5 minut conversation.

Bredbaand Nord test at the customer: (Router not restarted before tests, because it seems to remove the problem for at short while)

A college at the office calls the customer phone and places the phone mic. near a radio playing music. At the customer we now can hear the problem the customer complains about and we can make tests during the call.

We have placed e PC with WireShark between the WRP400 WAN port and the Ethernet port on the customer Fiber box. The wireshark dump provided in the WiresharkDump.pcap file. We can not seen any problem i that dump, it seems like packets arrives to the WRP400 WAN port even when the music in the phone is gone for 5-10 sek.

The Attached "Voicestatus.jpg" shows status from the WRP 400 doring the call. Notice no Packets lost/Error but Packets rechived is only ½ of Packets Sent.

The Attached "Pingtest.jpg" shows that the router stops responding to pings while the voice dropout occurs.

Without restarting the router we made a speed test at the line. The customer have a 10/10 Mbit fiber line but the router can only deliver ~0.5/0,5 Mbit and the sound in then VoIP call disapear totally during the speedtest.

Finally we logged in to the webinterface and disabled the QoS in the WRP400 router. After this change the router deliveret 10/10 Mbit and Voice is ok but this i not a long term solution we know the problem after a few hours is back. We suspect this short term solution just is because the router restarts when we change the QoS setting.

HELP, we se this at many customers.

/René

Attachment: 
niller2009 Fri, 07/31/2009 - 14:48

For several months I have had trouble with unstable WRP400 with cable modem connected on a Stofanet connection with dynamic ip. OS is Windows XP fully updated with latest patches.

Internet would stop responding and after doing repair of network connection in Windows XP, connection could normally normally be reestablished. Odd thing was that streamin radio and TV would not lose connection.

After looking around for a solution, I updated from firmware  1.00.6 to 2.00.05 and all problems are gone.Haven't had any loss of connection for more than a week now.

Patrick Born Wed, 07/15/2009 - 13:22

I understand. We have not been able to replicate the reported problem either.

I checked with the support team and they are not aware of any one-way audio issues with the WRP400, aside from the regular problems produced by using NAT where the ITSP does not deploy session border controllers.

Regards,

Patrick

-----------

Comendosupport Wed, 08/19/2009 - 00:07

Hi Patrick.

Just wanted to add to this thread, that our company, Telsome Profiber, is also experiencing this problem.

You should be able to run in to some people having heard about the Linksys WRP400 Voip problem at your
company, since we have also reported this to you guys ;)

The problem occurs every minute for about 4-5 seconds, when some of our customers use their phone.
The voip problem didn't exist on the RTP300 models, however, it seems most or at least a significant
number of the wireless Linksys WRP400 are having problems with voip.


I'll be sending you as well as the rest of the involved parties an email today, just for you to keep an eye out for :)

Friendly Regards
Thomas Jensen

nseto Mon, 08/24/2009 - 09:57

The fix at this time is to disable the QOS feature of the router.  Thank you.

nseto Mon, 08/24/2009 - 15:52

Dev is asking if the 2nd alternative worked out.

Set upstream bandwidth to actual deployment bandwidth.

The upstream bandwidth can also be provisioned via xml profile. Please refer
to the admin guide or release note for details.

rgp@bredbaandnord.dk Mon, 08/24/2009 - 23:58

No succes. Every time we make a change in QoS it helps for at short while but we have seen the problems with VoIP dropouts both with QoS disabled and with QoS enabled, upstream set to actuel bandwith and a VoIP Application (prioaty high) added on our sip ports.

Best Regards

René

Comendosupport Tue, 08/25/2009 - 00:18

We have tried this with our customers too.

Actually, if you choose qos and have set Internet Access Priority to Disabled earlier,
which solves the problem for a short while, you can benefit from changing the setting
from Disabled to Enabled and saving afterwards. This tells me that either the visual settings
are not correctly applied or it's just the saving of the settings, that makes the router change
or remove an overload temporarily.

I am beginning to receive some mails from our customers now, with an unpleasent tone,
because this problem for some, has been an issue for months.. I am unable to explain why this
problem is so difficult to fix and how come the WRP400 routers have not yet been determined as
unusable for voip. How long are we surposed to keep paying customers in the dark here?

Forgive my harsh tone, but in my world, if I buy something that doesn't work as it's surposed to,
I'll be damned if I will just sit back and wait for a solution for months. Would you? I would get my
money back and buy a different product that actually works, if the manufactorer is unable to come
up with a solution within a reasonable amount of time or exchanging the router to a fully operational
model. My criticism may or may not be valid, but I can and will not continue to take the heat for this
issue and not even have an idea of when this problem is solved at the latest.
I am of course willing to test any suggestions with our customers, but I do need something now, as in
this week. The current situation is simply not acceptable, as I hope you agree with me.

nseto Tue, 08/25/2009 - 08:37

I've passed word to dev.  Please send htm saved file of the router side as dev wants to see router config.  Thanks.

nseto Tue, 08/25/2009 - 08:36

I've passed the word to dev.  They want to see your router config on the unit.  The zip file that was enclosed previously contained the voice side.  Please send htm saved file of the router side, I'll pass on to them.  Thanks.

rgp@bredbaandnord.dk Tue, 08/25/2009 - 23:34

In this tread I have 2 times provided det Router configuration, it is a suprise for me if you guys from Linksys have not looked at it yet. The Linksys.zip file provided earlyer have a file WRP400_1.01.00_loebet_3.cfg that contains the router configuration.

Regards

René

Bredbaand Nord I/S

nseto Wed, 08/26/2009 - 08:28

They were unable to look at it due to config asking for password.  Dev comment below.

---

Within the attachment, there’s a router config, we’ve loaded the config, however; we noticed that the default administration password has been changed, would you please request the administration password from the customer?

nseto Wed, 08/26/2009 - 08:32

Please save the router config without the admin password.

rgp@bredbaandnord.dk Wed, 08/26/2009 - 23:28

On the router remote management is enabled so blank password is not possible. The password works only with this one router so here it is: TOQOZB8U

The first .cfg provided earlyer in this forum has default admin password.

Regards Rene

lirone Fri, 10/02/2009 - 02:57

We are running an ITSP, and we have 200 users that us the WRP400 and more than 50% have to reboot it frequently

We use the 1.01.00 firmware

We have exactlly the same symptom

* Download and upload bitrate become very slow

* Audio disappear in voice communication

* the QOS thing don't help in any case

Our solution for now it to tell the customer to disconnect and reconnect the router from time to time from the electrecity it's very annoying

And we pray for a new firmware release soon.

BR

nseto Mon, 10/05/2009 - 14:04

I've been informed that dev is working with two ITSP's on this and we are hoping to have a test build for them, so that we can confirm a fix for this.  When confirmed that this is good, it will be in the next release.

lirone Mon, 10/12/2009 - 17:25

Hi,

Can you send me this version to test it please

BR

Lirone

nseto Mon, 10/12/2009 - 17:56

Dev comments

--

Can you also clarify with this customer that they're only experiencing voice cut off issue with customers who are on the PPPoE connection?

----

Please let me know, thanks!

castbasics Mon, 12/07/2009 - 00:45

Hi, Is this issue solved yet? We also need the combination of ATA/WLAN devices for a roll-out to our customersso i would be nice to know this is solved.

nseto Tue, 12/08/2009 - 10:01

Did the test version work for you?

For reference, here's the email response from Oct 28.  I had attached test version at that time but don't recall getting a response regarding it.

---------

Attached

-----Original Message-----

From: Lirone Chimoni [mailto:lirone@annatel.net]

Sent: Wednesday, October 28, 2009 9:09 AM

To: Nelson Seto (nseto)

Subject: Firmware

Hi,

Can you sent it to me

BR

Lirone

castbasics Fri, 12/11/2009 - 02:10

We are still in a pre test stage. That means desktop research, creating a shortlist and do some basic device testing. I would like to know if this issue is solved or that i better do not try the wrp400 at all..

nseto Fri, 12/11/2009 - 08:33

A newer version is being tested by our partners.  They will let us know if it works for them.  Thank you.

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