SRP 527w not accessible

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Jul 29th, 2010
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Hi,


I recently ( three days ago ) purchased a SRP 527w and have been using it in a mixed Mac/Windows network. The setup is currently primarily using defaults apart from enabling logging. While I was still able to access the internet with some applications, accessing web content appears to have blocked after approximately 48 hours uptime.


No web pages using port 80 were available and that included the router web interface. The router would respond to ping only.


Frmware is 1.01.09


On a different note. I have to say that I find it very strange that the supplied documentation doesn't advise setting up the router using the admin login. It was only after reading one of the comments on this site that I was alerted to this security problem. I also find it rather annoying that I appear to have to purchase additional support merely to be able to download firmware updates which are designed to give the device improved functionality. 


Cheers

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Andrew Hickman Fri, 07/30/2010 - 00:38
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Hi Simon,


Thanks for your feedback - we've had some similar cases raised to what you describe and are actively progressing a solution.


Andy

Oldhat_NZ Fri, 07/30/2010 - 07:55
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Hi Andy,


Many thanks for your prompt response. I have just finished setting back up after a factory reset and will advise how it goes.


As far as the settings go, I am using PPPoA VC type, static DNS settings, wireless and logging enabled. The only change I have made this time is using the preferred wide channel wireless rather than the default 20Mhz.


Network side computers are using Windows XP, Vista 32 and 64 bit, Windows 7 64bit, Mac OSX 10.4.11 and 10.6.4 just in case certain operating systems are having a negative impact.


Cheers,


Simon

Hi,


I am having the exact same issue. bough this box from ebuyer.com and set up the SRP 527w last Thursday. It has locked up twices in 5 days. The web interface is not accessible, DHCP refused to assign the IP address. Internet is still working though. After done some research, there is a firmware update but requires support agreement.


So far I found quite few major issues:

1. web management interface locked up every few days

2. Once hte system locked up, DHCP refuses to assign IP to clients

3. Multi SSID is not working.


I am about to return to this box to ebuyer if there is no workable solution. I can't belive Cisco product is such rubblish


Thanks


Wongcna

Andrew Hickman Tue, 08/03/2010 - 16:06
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Hi Guys,


Thanks again for providing feedback on this community.


As a quick update:  We have been actively working on this issue, which so far seems to be specific to devices connected to BT wholesale and retail DSL services in the UK.  We have reproduced the issue and are now actively pursuing a root cause.


Andy

Hello Andy,


The ADSL and Internet are working fine. It is web management interface locked up and cannot be accessed. when the web interface locked up, the cisco DHCP server refuse to assign IP address to client. Further to the above issues, the Multi SSID has not worked since out of box .


A quick question from me, if a fix is out, would that be a firmware update? Would that require the technical support aggrement? Is the technical support agreement chargable?


Thanks


Wongcna

Oldhat_NZ Sun, 08/22/2010 - 07:17
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A suggestion has been made by one of our local ISPs that a possible cause could be related to the SIP settings.


I have been advised to change a setting in "Voice" for "Line 1" and "Line 2" --> "Restrict Source IP" from the default "No" to "Yes".


Currently there is a fairly large number of scans for incorrectly set up VoIP systems occurring in our neighbourhood and the aggressive nature of the hacks supposedly can result in the router failing to respond on the LAN side.


I have made the above modification to the "Voice" settings and will see if this resolves the issue. As an aside, I don't currently have VoIP setup for my connection, but do have the default settings in this area apart from now having changed the default IVR password and making the above change.

Andrew Hickman Mon, 08/23/2010 - 01:25
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Thanks Simon,


We now know why the device is locking up, but are now actively investigating a root cause.  Based on what we have seen, I'd suggest that the advice you have been given is very good.


A couple more suggestions:


- You could change the port numbers used by the voice ports from the standard 5060/5061

- You could disable the voice lines


Regards


Andy

Oldhat_NZ Tue, 08/10/2010 - 17:09
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Hi Andy,


The .11 gave me an uptime of approximately 10 days before the same issue occurred. Once again the router access on port 80 and 443 was refused as well as no external access on ports 80, 443, 465 and 995 ( ie SSL email ). The router does respond to ping and appears to allow access to the internet for applications using high port ranges.


Doing traceroutes appears to show the SRP as having two interfaces as I have been getting an additional hop that doesn't respond to ping. This would seem to imply that the issue may be related to the LAN interface rather than the WAN as your post surmised due to applications still having internet access.


Also, mentioned by Chun Wong the router DHCP server also stopped assigning IP addresses.


Is it possible to enable ssh access into the router as I noticed that this port is open on the LAN and may be accessible? Just thinking about trying to access the "debug" when something occurs.


Cheers,


Simon

Andrew Hickman Fri, 09/03/2010 - 03:28
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Thanks Simon,


The advice offered by your ISP was good.  Please see the following:



Regards


Andy

Oldhat_NZ Tue, 09/07/2010 - 05:02
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Hi Andy,


Many thanks for the update and the link to the screenshots documentation.


I would like to say that it was my ISP, but credit should definitely go to WorldxChange/Xnet as they were the source of the suggestion ;-)


Cheers.

matthew.cameron Sun, 01/16/2011 - 19:38
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These "workarounds" do not do anything!!


I am sick of excuses with this product. We have sent back all of our routers for RA. After we logged a TAC it was approved and we were credited for all the routers.


It seems with over 6 months since the last firmware release, that this maintenance release doesn't exist or the most useless people @ cisco are on the case.


Is there even an estimated date that we might see the firmware? Or do we have a product that was pushed by product managers again only to perform sub-standardly?


I'd love to actually get a response in 2011

stevenspray1 Mon, 12/20/2010 - 12:11
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Any solution available as of yet Andrew?


I have followed your other suggestions (Workaround for SRP500 Issues) all to no avail. Well, it's been a week since I had to restart the router but now I'm faced with a different problem.


Whenever I sign into the router using the web GUI, I'm presented with a "Connecting your client device to your network. Please wait..." window. This window remains shown indefinitely even when I restart the browser and login again. I'm unable to do anything when this window is shown. After a long time, I can login as usual again only to be presented with that same window once more. It has something to do with the Wireless Protected Setup or WPS. I did not enable this feature nor use WPS on my WLAN so I'm stumped as to why I'm presented with this annoying persisting message!


Any solutions as of yet Andrew?


Regards

Steven

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barry.ocallaghan Fri, 10/08/2010 - 08:47
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Guys,


I'd like to thank you for this fix and add that this should really be publicised to the users if the 527w as it's a fairly new product and there isn't much in the way of user comment on the forums.


I've spent the last week dealing with random lock-ups on the 527w and had upgraded the firmware to the latest version in an attempt to resolve this issue without success. My customers had pretty much lost faith in this product at this stage but I'm hoping this fix will resolve the ongoing reliablity issue and restore their confidence in Cisco hardware


Thanks,

Barry

biggerepps Sun, 10/10/2010 - 03:27
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Hi Guys,


I too have just purchased 2 SRP527's and ordered a 521 for a broadband connection, which will have VPN's connected between.

Same issue, just configured them, left the clients sites, got a phone call a couple of hours later to say they cant access anything.

I could still access their server (rdp), but no internet access from the server. Could not access the router from the server, or from remotly. Computers in the network had no internet access either. Got an employee to restart the router, everything fine again. Then a day later the other one did the same thing.

I have disabled the voice, as Simons link suggested. I will do the same when I restart the other one. Fingers crossed....

We are in Australia, using Bigpond as out ISP.

biggerepps Sun, 10/10/2010 - 03:30
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BTW, is there a software app like CCP (Cisco Configuration Pro) to help configure these routers?

Andrew Hickman Thu, 10/21/2010 - 08:32
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Hi Rob,


There is no such configuration tool for the SRP500.


Andy

barry.ocallaghan Tue, 10/12/2010 - 04:12
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Hi Rob,


Just to confirm my symptoms were exactly the same, router pingable, RDP access fine, but web browsing and http access to router not working, but the good news is that since applying the SIP settings suggested by Simon it's been running solid for the last 4 days and counting...


Cheers,

Barry

biggerepps Wed, 10/13/2010 - 01:55
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Same here Barry, SIP change made on Monday, been up and running ever since (touch wood!).


I updated the firmware to 1.01.11 before the SIP was turned off. Will be waiting for a reply from Andy to say they have found the root of the prob, and has another firmware update available.  So far the modems seem to work well despite. The phone option is not being used anyway.


Users are saying the RDP and printing through the VPN are alot quicker than previously. We had Linksys WAG54G modems b4, but one site has very bad phone lines. The Linksys kept dropping out. We are changing to a wireless BBand and needed to have an ADSL and BB Wan capable routers. Nothing had VPN wich was compatable with the Linksys, so we are upgrading the lot (3 sites) with the SRP527W and SRP521W. The next option was the Cisco 877's or equivalent, but for a lot more $, which the client was reluctant to pay the extra. The 527 seems to be tolerating the lines a lot better than the Linksys. It hasn't dropped off yet!

Andrew Hickman Thu, 10/21/2010 - 08:37
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Hi Rob,


To confirm your query, we do have a fix for the issue that was causing the web access lockup - this will be made available in a new maintenance release soon (hopefully some time in November).


I would say though, that even with that fix in place, the workarounds described in the link above remain a best practice configuration if you can use them (depending on the needs of your voice service of course).


Cheers


Andy

biggerepps Thu, 10/21/2010 - 12:49
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Thanks Andy,


FYI, routers still have not dropped off since the workaround applied,

barry.ocallaghan Fri, 10/22/2010 - 07:59
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Unfortunately I've just had another outage after approx 2 weeks of uptime since disabling the VOIP lines as suggested although I'm not sure if it related to this problem.


Web browsing stopped working but I could access the web interface ok and when I checked the router status the CPU activity was constantly maxxed out at 100%. I think it was related to the DNS proxy as I could ping hostnames from the router but from connected PCs that were using the 527w for DNS I could only access sites by IP address. I'm guessing the 100% CPU usage was afftecting the DNS proxy serving requests.


I rebooted the 527w 3 times but the CPU went back to 100% a few minutes after each reboot. I ended up disconnecting all devices from the router, rebooting and reconnecting all devices and the problem went away but I still don't know what was causing the max CPU activity so I 'm not too confident that it won't happen again. CPU activity has stayed around 10% for the last hour and counting.


Any ideas what, if any, activity on the internal VLAN could max out the SRP 527w CPU, all PCs are clean of viruses and no P2P clients in use.


Barry

Andrew Hickman Thu, 10/28/2010 - 00:56
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Hi Barry,


We had a similar report to this a while ago.  At the time, this seemed to be related to a client using the first version of Safari 5.0 which used a DNS look ahead process that tended to crash router DNSd services.  Apple fixed this in a following maintenance release (5.0.1) of Safari and I haven't heard any reports of this since.


Are there any client processes on you LAN that might be having a similar impact??  As a work around, have you tried disabling DNS Proxy in the DHCP settings on the SRP?


Andy

jettech123 Sun, 10/31/2010 - 05:44
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Hi

The SRP 527 has been a source of Frustration for me also.

We went from a 857 to the 527W because we required a WAN router we are using one of the LAN ports on the 527 as a WAN port couldn’t get the 521.

We seem to have the same issues as experienced by others router lockup, DHCP failure port forwards seem to be working touch wood.

The admin login wasted some of my time couldn’t work out how to firmware upgrade the router until I figured this one out. The 1.01.11 firmware hasn’t seemed to have done much to improve things.

I tried the suggested fixes turning off the SIP ports as per the post form Andy and DHCP still didn’t work. I also turned off the SIP 5060 / 5061 forwards to our SIP enabled PABX as a test. I fail too see how this is related to the issues and highly doubt we have been receiving attacks on these ports. May be the sip attack is my Mobile Softphone client trying to register to our PABX.

I understand this is a low cost entry level product but I don’t see why we should have to purchase support to make the product do what it is supposed to do.

Hopefully these issues can be resolved quickly without the need for purchasing support.

Cheers Sam

Andrew Hickman Wed, 11/03/2010 - 01:32
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Hi Sam,


It sounds like maybe you are seeing something different here.  Could you describe your issues with DHCP in a little more detail please?


The suggested workaround to the access issue required the reconfiguration of the internal SIP User Agent in the SRP500, there should be no issue with SIP traffic being forwarded through the SRP.


Andy

jettech123 Wed, 11/03/2010 - 02:44
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Hi


The Port forwards to the SIP devices behind the firewall on 5060 work fine.


The DHCP symtoms I have seen is a cleint will register then have a lease time of 59 seconds then count down to 0 during this period the device dosent respond to pings.


At the Moment I can see 2 devices that have the full lease time of 6 days 22 hours and these can be pinged. Others are still popping up with the 59 second lease time also.


For now I will turn off the DHCP in vlan settings and wait for the update. After turning off the DHCP server in the router the devices that have been assigned adreseses do not respond to pings again I would have thought they would have lasted the lease time.


Some of our devices ie sonos dont have a fixed IP option.


Cheers Sam

Andrew Hickman Wed, 11/03/2010 - 03:10
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Hi Sam,


I haven't heard of this DHCP issue before.  Is there any difference between the devices (model / OS etc) that get short leases, versus those that get the full term?


I haven't specifically tested to see what happens when a DHCP rule is removed from a VLAN - but I suspect that the ARP cache / CAM table are getting flushed - did you try pinging the SRP from the DHCP client - did that work?


Andy

matthew.cameron Tue, 11/02/2010 - 17:47
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Is there updated firmware on the cards here?


We have rolled these out to many clients and we are having nothing but issues.


If there is no solution to these bugs we will be taking them our and returning them as an RA.

Andrew Hickman Wed, 11/03/2010 - 01:27
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Hi Matthew,


Yes, we have a maintenance release due sometime in the next few weeks.


Regards,


Andy

GordonHunter Sun, 11/07/2010 - 09:40
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Hi Andy,


When, where and how will this fix be notifed?


I bought two of these from Misco in July and they have never worked reliably.


Will I need to purchase support to get these fixed or will the firmware upgrade be freely available?


Thanks,


Brian.

graemesmith1960 Mon, 11/08/2010 - 02:58
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Andrew


Not sure if you are collecting any more data but:  Installed an SRP527W 2 days ago and it was locking up about every 4 hours.  I was just about to send it back when I found this article.  Seems stable now.  I am on Demon ADSL in the UK which uses the BT Leased Line network.


Firmware updated to 1.1.11

DHCP disabled

SIP as per article


Do you have a definative release date for the update yet?


Graeme Smith

Andrew Hickman Wed, 11/10/2010 - 06:23
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Regression testing of the release is underway, as soon as that is complete, we will post to cisco.com.

biggerepps Thu, 12/02/2010 - 21:45
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I have now got the boradband version of the router, the SRP521W, into out 3 router system, I have upgraded the firmware to 1.01.11, disabled the lines as per the fault workaround, but it has made no difference to this router at all. Works for periods of time ranging from 5 minutes to a few hours, then seems to drop off the internet completely for a few minutes, then back again, continuously. Again, frequent complete lockouts, cant ping, cant remotely access it, etc, until I get an employee to reboot it.


I would say I have till the end of next week for the firmware patch, before the customer spits the dummy. This is making me look like an idiot, as I am the one who recommended these routers. I was sure if I bought Cisco I couldn't go wrong. I'm sick of making excuses for these routers now.


Hurry up with the firmware.......


Rob.

Andrew Hickman Wed, 01/19/2011 - 03:59
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Hi Matthew,


I'll post the release candidate for you now.


For everyone else: If you would like a copy of this code for test purposes in advance of formal posting on cisco.com, please send a mail to [email protected] with your cisco.com username (what you use to log in to this site) in the subject field. 


Formal posting and support of this image is currently scheduled for February 19. MR3 is now available on cisco.com.


Thanks everyone for your continued support and patience in waiting for this new release.


Andy

nerlauda1 Tue, 11/16/2010 - 05:44
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Anologue problems here

I tried to configure a IPOA connection LLC  with Mixed-mode DSL, WIFI disabled and static public  IP addressing on a VLAN, dhcp not natted on another vlan not accessing internet. So, NAT disabled.

It has worked for a little (about 3 minutes) , but phew minutes later the DSL connection was up and no package was  routed over ADSL.

It means:the router attested the connection was up, but  trying to ping an external domain from the router utlity the answer was that couldn't resolve dns and if I tried with a direct IP the destination was not reachable.

Instead the internal net was perfectly working, so did dhcp and web interface.

I tried to switch to RFC1483 bridged (just to try if I misconfused the configuration), and obvoiusly it didn't worked.

So i got back to IPOA and ...  incredibly it worked leaving me really confused.

What did I change? I left a IPOA configuration not working, I switched to a RFC1484 that could not work and when I switch back IPOA is working?

So I assumed: no problem, it's enough it works.

Then I tried to configure the VOIP lines, (this is why a choose this router, so I need they works).

As I tried the first config, I realized the router was not routing anything over the DSL. (I don't know if the 2 things have connections).

I gave up, I disconnected my new CISCO and i switched back to my old router.

If  I have more time I will try something again, but I was so happy when i decided to buy a Cisco product as I'm disappointed realizing it's deeply bugged.

I hope you wil solve this problems before I sent you back this horror show router.

For the same price I will buy unless 2 perfectly working devices from other producers.

Andrew Hickman Wed, 01/19/2011 - 04:54
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Hi Luca,


Thanks for your feedback - and apologies for the delay in responding to you.


We're now investigating this issue (CSCtl73547).


Regards,


Andy

AqiusCons Tue, 01/18/2011 - 06:52
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Anyone else having problems with Static DNS? When I enter a local server, it seems to work for the first 30 mins or so, then the local records (eg: mail.donkeyrouter.com should go to 192.168.1.1) get overwritten by public servers (the clients of course are simply reffered to the 527 instead of being given the DNS directly over DHCP).




FWIW, I too am suffering from the same lockups etc... I was hoping to find some 'real' Cisco attitude behind the SMB Pro line. It was disapointing to find ssh access artificially neutered, but overall the devices capabilities are quite feature rich and the pricing is reasonable.


What's difficult to believe the worlds leading network vendor is taking longer then DLink/Netgear to attend to a critical fault.


High impact issue raised - Jul 28, 2010
Code fixed and firmware update pending - Oct 21, 2010 (3 Months)
3 months later (6 months since fault raised) still no fix - 19th January 2011


Clearly Cisco cares about the 'Pro Business' channel every bit as much as the earlier Linksys stuff. Here's to another RMA and another year of explaining to my customers that Cisco 'Business' products ain't Cisco.

Andrew Hickman Wed, 01/19/2011 - 05:10
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Hi,


Thanks for your feedback and your comments.


I'll post the MR3 release candidate for you - I hope you will find it addresses many of the issues you have seen.  It's regrettable that this MR has been so delayed in its release, but please be assured that we have been working hard and contiuously to improve the quality of this build.


Regarding your DNS issue.  Where did you configure your preferred DNS IP address?  Within the DHCP Server definition, or against the WAN interface?


Regards,


Andy

AqiusCons Wed, 01/19/2011 - 05:39
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In 'Interface Setup' under 'WAN, Internet Setup' I have:


Static DNS1: Private Server (Say 192.168.1.1)
Static DNS2: 139.130.4.4
Static DNS3: 203.8.138.1

Upon entering this information and clearing my local DNS cache, nslookups provide the correct local address. Some time later (certainly within 30 mins),without any modifications to the router, the same lookup returns a public address.


Under 'LAN, DHCP Server' there is only one 'Static DNS' entry, and it is inaccessible (The IP boxes remain grey on mouse over and cannot be tabbed into). I am running the latest public firmware .11. [Where do I download or get a hold of the MR3 release - Never mind, just got the email ty]


Thanks

Andrew Hickman Sat, 01/29/2011 - 14:45
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Thanks again for the feedback,


I'll take a look at this - it doesn't sound right that the DNS order should change with time - especially when DNS servers have been statically configured under Internet options.


If you want your local clients to always query your local DNS server, you can Disable DNS proxy in the DHCP server configuration, and add your server address to the Static DNS field on the same page (the one that is greyed out when proxy is enabled).  If you disable the DNS proxy, DHCP clients will only be offered the defined server address.


Regards,


Andy

AqiusCons Mon, 02/14/2011 - 22:07
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Well I'm pleased to report the new firmware seems to have generally improved the other issues. The DNS held out for a few hours - perhaps half a day. Apologies but no time to look into proxy workaround at the mo.

Andrew Hickman Tue, 02/15/2011 - 02:24
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Hi,


Could you confirm one point?  When you say that the SRP starts using a public DNS server - is it using one of the statically configured servers from your Internet Settings list, or some other one?  (I appreciate that you might not be able to tell, as you can't see the request via DSL, but wondered if you had any other insight?)


Regards,


Andy

stevenspray1 Sat, 04/23/2011 - 11:13
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Since upgrading to the new firmware [1.01.19 (004)], I've had issues I never had before. Wireless clients suddenly lose Internet access and have connectivity issues whereas the wired clients appear to be unaffected. I also cannot access the router using a browser(from a wired server) when this happens and I'm forced to reboot the router, alas, the wired clients lose connection a s a result. Upon rebooting, everything is fine! Any ideas that could help me Andrew?


UPDATE 1:


I just want to add that this does not happen nearly as frequent as with the initial firmware! It happens around once every two-three days.


UPDATE 2:


Okay, I have rebooted the router four times today because of the same issue. I have now decommissioned this Cisco router and I'm now reluctantly using the 2-wire BT Business router. This router is despised by EVRYONE I know but atm, it will outperform the Cisco one. I will have to endure this replacement router for now until a better solution is available. Can I downgrade the router's firmware with ease?


Regards


Steven.


Message was edited by: Steven Spray


Message was edited by: Steven Spray

Andrew Hickman Tue, 04/26/2011 - 05:39
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Hi Steven,


Thanks for your feedback.  We've been working on a similar issue recently, but it has been difficult to nail down (I have an SRP527 connected to Zen and I have yet to see this behaviour). Can I ask what configuration you are using?  Anything specific beyond wireless SSIDs and ADSL configuration?


As the issue is happening so frequently for you, would you be willing to try the SRP again to help us nail the root cause?


Andy

stevenspray1 Tue, 04/26/2011 - 07:38
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I have actually used the SRP again after one day as I just couldn't deal with BT FON and BT Openzone atm. Only affecting wireless users, I thought it was worth changing the radio settings. This is obviously something I should've tried prior and the following settings did help somewhat. Here's the scenario:


With the old firmware (1.01.11 (004))


Network mode: Mixed

Radio Band: Auto

Wide Channel: Auto

Standard Channel: Auto


Security Mode: WPA2 Personal

WPA Algorithms: TKIP+AES


This configuration worked with no problems (apart from the usual reboot every few days)


With the new firmware (1.01.19 (004))



Network mode: Mixed

Radio Band: Wide - 40hz

Wide Channel: 11

Standard Channel: 9


Security Mode: WPA2 Personal

WPA Algorithms: TKIP+AES


This setup works a lot better than the Auto options but I wonder how much this will interfere with the routers of our neighbours? I will have to get the optimum channel and frequency as dropouts still occur. Maybe Network mode B&G only, I'll play around when network traffic ceases tonight. I am keeping a close eye on the performance of the SRP and will let you know.



Router info:



Version 1.01.19 (004)
Model:SRP527W, ADSL2+ AnnexA, 802.11n ETSI, 2FXS/1FXO
Product ID:SRP527W-K9-G5
Version ID:V01
Serial Number:********



stevenspray1 Wed, 04/27/2011 - 16:33
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Still no issues with the LAN, WLAN dropped out twice maybe, very briefly though.


These symptoms are manageable compared with a few days ago as I can access the router's web interface and sort our the wifi without disrupting our LAN users.


I have changed the radio settings to 'Auto' again as I've reconfigured an access point. No issues as of yet but not many on their laptops atm so there might be problems as it gets busier.

stevenspray1 Tue, 05/10/2011 - 09:11
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So the router was up and running smoothly for almost two weeks.


I had to restart the router this morning as wifi users(laptops/iPhone etc...) were unable to connect.


Again unable to access the router via the web interface but as always, a reboot sorted all.


FYI


Regards


Steven

superfoofoo Sat, 08/06/2011 - 01:07
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Hi all,

I just recently upgraded to firmware 1.01.23 from 1.0.1.19. Since upgrading to version 1.01.23 I continually loose access to the web interface after about a day or so. The only way I can reconnect to the routers interface is by turning it off and back on again.


CISCO, are you aware of this problem as I'm no the only person experiencing it?

http://forums.whirlpool.net.au/forum-replies.cfm?t=1615633#r16


Hope a fixed firmware is released soon.


Regards

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