Issues RUT955 software RUT9_R_00.07.06.20

[pabloburgos]

Hi, we have partially upgraded our RUT955 fleet to RUT9_R_00.07.06.20 (~20%) and the connectivity issues have greatly increased. Appliances connected to the routers lose complete or partial connection, and the routers themselves lose internet connection.

Quite often something connected to the router disconnects from the internet, then reconnects, then disconnects again, in random cycles of some minutes to full hours.

For now we are reverting to v.19

[anon65719490]

Hello,

Thank you for reaching out.

Just to confirm, these connectivity issues did not occur when running on 7.6.19 and only started to appear after the upgrade to 7.6.20, right? Between these two versions, the only change introduced was a fix for the data limit not being reset when the mobile interface is down.

If feasible, could you please provide system logs (found on the System → Maintenance → Troubleshoot page) from a device running 7.6.20 at the moment when these disconnections or connectivity losses occur?

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In the meantime, if 7.6.19 proves to be more stable in your environment, then it’s recommended to stay on it until we can investigate this specific issue further.

Best regards,

[IsabelLamana]

Hello,

I’m continuing this thread as Pablo is not available this week.

We’ve checked further and found that the connectivity issues are also occurring on version 7.6.19, not only on 7.6.20.

I am trying to attach the logs but is says “Sorry, new users can not upload attachments.”

We’ll collect and send (when I can do so) additional logs from a device running 7.6.20 as soon as we reproduce the issue there.

Please let us know if there’s any additional information or specific data you’d like us to include.

Thank you.

[anon65719490]

Hello,

Thank you for the update. In this case, to troubleshoot this matter effectively, we’ll need to continue this process privately, because sensitive/publicly non-shareable information, such as the troubleshoot file, configurations, logs, serial numbers, etc., needs to be collected.

You should find a support request form in the inbox of the email address you used for your forum registration. Kindly fill out the form, and please reference Ticket ID: 15798 when submitting it. Once the form is completed, we’ll contact you directly via email to investigate the issue in detail and help work towards a solution.

Best regards,