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Author Topic: DLINK issues today?  (Read 31227 times)

TJones14

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DLINK issues today?
« on: September 27, 2013, 10:39:48 AM »

I work for an ISP and we are having a HUGE amount of customers call in with the ERB - 2310 routers. They are not able to connect, and unable to log into router, even after a reset to factory default.

We are able to get a connection if we bypass the router, but it seems like all of these routers have bricked.

Is anyone else having a similar problem?  We are vehemently searching for a solution.
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FurryNutz

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Re: DLINK issues today?
« Reply #1 on: September 27, 2013, 10:50:49 AM »

Link>Welcome!

  • What Hardware version is your routers? Look at sticker under router.
  • Link>What Firmware version is currently loaded? Found on the routers web page under status.
  • What region are you located?

Internet Service Provider and Modem Configurations
  • What ISP Service do you have? Cable or DSL?
  • What ISP Modem Mfr. and model # do you have?
  • What ISP Modem service link speeds UP and Down?
  • If this modem has a built in router, it's best to bridge the modem. Having 2 routers on the same line can cause connection problems: Link>Double NAT and How NAT Works. To tell if the modem is bridged or not, look at the routers web page, Status/Device Info/Wan Section, if there is a 192.168.0.# address in the WAN IP address field, then the modem is not bridged. If the modem can't be bridged then see if the modem has a DMZ option and input the IP address the router gets from the modem and put that into the modems DMZ.
  • Check ISP MTU requirements, Cable is usually 1500, DSL is around 1492 down to 1472. Call the ISP and ask. Link>Checking MTU Values
  • For DSL/PPPoE connections on the router, ensure that "Always ON" option is enabled.

Router and Wired Configurations
Some things to try: - Log into the routers web page at 192.168.0.1. Use IE, Opera or FF to manage the router.
  • Turn off ALL QoS or Disable Traffic Shaping (DIR only) GameFuel (DGL only and if ON.) options, Advanced/QoS or Gamefuel.
  • Turn off Advanced DNS Services if you have this option under Setup/Internet/Manual or under Setup/PARENTAL CONTROL/Set to>None: Static IP or Obtain Automatically From ISP.
  • Enable Use Unicasting (compatibility for some ISP DHCP Servers) under Setup/Internet/Manual.
  • Turn on DNS Relay under Setup/Networking. Link>Finding Faster DNS Addresses using Name Bench
  • Setup DHCP reserved IP addresses for all devices ON the router. Setup/Networking. This ensures each devices gets its own IP address when turned on and connected, eliminates IP address conflicts and helps in troubleshooting.
  • Ensure devices are set to auto obtain an IP address.
  • Set Firewall settings to Endpoint Independent for TCP and UDP under Advanced/Firewall. Enable or Disable SPI to test.
  • Enable uPnP and Multi-cast Streaming under Advanced/Networking. Disable uPnP for testing Port Forwarding rules.
  • Turn off WISH, and WPS under Advanced.
  • WAN Port Speed set to Auto or specific speed? Some newer ISP modems support 1000Mb so manually setting to Gb speeds can be supported by the router. Advanced/Advanced Networking/WAN Port Speed
  • Set current Time Zone, Date and Time. Use an NTP Server feature. Tools/Time.
  • Check cable between Modem and Router, swap out to be sure. Link> Cat6 is recommended.


For Cable modem systems:
I recommend that you have the ISP check the cabling going to the ISP modem, check signal levels going to the ISP modem. Check for t.v. line splitters and remove them as they can introduce noise on the line and lower the signal going to the ISP modem. Connecting to the ISP modem could result in a false positive as the signal to the modem could be just enough to that point then adding on a router, could see problems. The router operation is dependent upon getting good data flow from the ISP modem and the modem is dependent upon getting good signal from the ISP Service.

3rd Party Security Software Configurations
  • Turn off all anti virus and firewall programs on PC while testing. 3rd party firewalls are not generally needed when using routers as they are effective on blocking malicious inbound traffic.
  • Turn off all devices accept for one wired PC while testing.


Router Placement
Forum User - "Well I feel really dumb. After moving the router away from other electronic devices my speeds are back to normal. Just a heads up for anyone experiencing slow speeds, you might want to move it away from other electronics and see if that helps."
6" minimum safe distance between devices.

Web Browser Configurations
What browser are you using?
Try Opera or FF? If IE 8 or 9, set compatibility mode and test again.
Try turning off these features in Chrome:
Top right corner, little bars for options > Settings > Settings (on left) > Show advanced settings.
Uncheck these:
Use a web service to help resolve navigation errors
Use a prediction service to help complete searches and URLs typed in the address bar
Predict network actions to improve page load performance
Enable phishing and malware protection
[/list]
« Last Edit: September 27, 2013, 12:33:05 PM by FurryNutz »
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nickolag

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Re: DLINK issues today?
« Reply #2 on: September 27, 2013, 11:56:13 AM »

Good day,


I work for an ISP too.. Same issue over here, tons of calls, power cycling and factory reset aren't enough.
Suspecting a failed automatic firmware update?
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FurryNutz

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Re: DLINK issues today?
« Reply #3 on: September 27, 2013, 11:57:46 AM »

Please review the responded post and please copy and paste back the information and questions presented so we can begin to get an idea of the situation and provide better feedback and suggestions.


Good day,


I work for an ISP too.. Same issue over here, tons of calls, power cycling and factory reset aren't enough.
Suspecting a failed automatic firmware update?
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Cable:200mb/10Mb>NetGear C7800>DIR-882>DGS-1100>HP 24pt Gb Switch. COVR-3902/2202/1203,DIR-2680,890L,882,880L,868L,DNR-202L,DNS-345x2,DCS-933L,936L and 960L.
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nickolag

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Re: DLINK issues today?
« Reply #4 on: September 27, 2013, 12:10:59 PM »

Please review the responded post and please copy and paste back the information and questions presented so we can begin to get an idea of the situation and provide better feedback and suggestions.



I wish I could but customers cannot access the GUI anymore, even after factory reset. They DO get a 192.168.0.X from the router.. gateway is still 192.168.0.1 BUT GUI cannot be reached. We're capturing as much infos as possible right now. Will try to update this post shortly
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FurryNutz

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Re: DLINK issues today?
« Reply #5 on: September 27, 2013, 12:15:29 PM »

Please capture if the users can try different devices to see if they exhibit this problem and with using different browsers. Have them temp disable any security SW.

Need router HW rev info..
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Cable:200mb/10Mb>NetGear C7800>DIR-882>DGS-1100>HP 24pt Gb Switch. COVR-3902/2202/1203,DIR-2680,890L,882,880L,868L,DNR-202L,DNS-345x2,DCS-933L,936L and 960L.
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TJones14

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Re: DLINK issues today?
« Reply #6 on: September 27, 2013, 12:27:32 PM »

What we are finding is that it is Ver. B hardware that is the issue. 

Going to Ver. B firmware update on the dlink support site, fails.

Auto update / verify is failing.

We are finding that the first thing you have to do, BEFORE FACTORY RESET, is isolate the router to 1 connection to a computer (no outgoing connections).

Power Cycle the router, and then log into the router..  Go to tools > firmware update and disable
Automatically Check Online for Latest Firmware Version.  Save those settings.  Power cycle the router, and then reprogram any settings necessary (we use static IPs).

We have had success doing that with 2 test cases so far.. going to try a few more and then roll it out to the rest of our call center as a fix. 

However, would be really nice if DLink would fix the failure of the automatic update check.
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FurryNutz

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Re: DLINK issues today?
« Reply #7 on: September 27, 2013, 12:37:09 PM »

Please review this and is recommended for doing any FW update on routers:
FW Update Process

Please use IE or FF. Chrome has been known to be problematic and we advise not to use it for doing any FW updates.

D-Link has been made aware of the situation.

I personally don't use the auto update feature on any router I've tested and always use the manual method for updating FW. Sometimes the auto update feature is incorrect and fails to report a FW update when there is actual FW updates on the main web site. Which is why I prefer to manually check the site and manually update FW.

Keep us posted.
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FurryNutz

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Re: DLINK issues today?
« Reply #8 on: September 27, 2013, 12:39:45 PM »

Current Rev B version of FW is v2.01 from 2008. There hasn't been any since then and with Rev C out now, I don't believe that Rev B could see any newer FW updates. It's possible though.

Rev C is v3.01 of May of this year.
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TJones14

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Re: DLINK issues today?
« Reply #9 on: September 27, 2013, 01:13:02 PM »

Well, this isn't an issue of trying to update the firmware.. What it looks like is that when the router (Ver. B) tries to do an autocheck for firmware updates (which is active by default) it hangs, and locks the outgoing communication on the router.

We are currently isolating the router from outgoing communication (only internal network with no inet connectivity).  Power cycling the router, logging in, and disabling the autocheck firmware update feature.

Once that is disabled, power cycle the router again, and reconnect to outgoing inet connection(s), and the connectivity is restored..

We have rolled this out to our full call center and we are having 100% success with that.
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FurryNutz

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Re: DLINK issues today? (WORK AROUND)
« Reply #10 on: September 27, 2013, 01:20:07 PM »

Ok...possible that the auto check isn't finding anything and is as you say hanging up and is not correctly timing out or getting past.

Glad you found the work around. I recommend that you have users of this router disable the Auto Check feature. For Rev B, I kind of doubt there won't be any more updates and thus users don't really need to have Auto Check enabled. If users should need to update or if an update becomes available, please use the FW Update Process link that I post here.

I don't know what site the routers are connecting to however I have noticed that there has been some changes to some D-Link FTP sites and this could be a reason and cause for this sudden event.

Thank you for getting back and posting. I'll get this to D-Link for review.

Cheers.
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Kakashi::.

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Re: DLINK issues today?
« Reply #11 on: September 27, 2013, 03:10:48 PM »


Everyone!

We have pinpoint the issue and we are working to resolve it ASAP.
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Kakashi::.

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FIXED! - DLINK issues today?
« Reply #12 on: September 27, 2013, 06:20:04 PM »

Everyone!

Issue has been addressed and fix has been deployed.  EBR-2310 Users should no longer be experiencing issues related to original description of the problem.
« Last Edit: September 27, 2013, 06:23:23 PM by Kakashi::. »
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FurryNutz

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Re: DLINK issues today? (RESOLVED)
« Reply #13 on: September 27, 2013, 08:59:44 PM »

Thank you for the fix an information.


Please let us know if any other help is needed.

Enjoy.
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mohdsalti

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Re: DLINK issues today?
« Reply #14 on: September 28, 2013, 09:54:13 AM »

Thanks folks!

We are an ISP and been getting 100+ calls regarding the same issue. Is there an official link to declare this outage and a reference no. we can use to refer to for future reference?

I spoke to DLINK support 1-800-361-5265 who advised that this issue was never reported! Then after I mentioned that its already on the forum they said that R&D are currently working on it and will confirm by Monday.

Can you guys confirm?

DLINK Support references# C6273400 / C6273806

Much appreciated!
« Last Edit: September 28, 2013, 10:26:58 AM by mohdsalti »
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