TRB500: unable to detect eth0

Hello All,

I have very critical issue on my TRB500 gateway,
It lost and unable to detect/access/configure ethernet phy.

The kernel boot log contains next lines:
[ 2.903358] qcom-emac-dwc-eqos DWC_ETH_QOS_get_dts_config:1115 phy_addr = 0
[ 2.993448] qcom-emac-dwc-eqos DWC_ETH_QOS_configure_netdevice:2168 ipa_tx_desc_cnt_mod_param = 128
[ 3.002704] qcom-emac-dwc-eqos DWC_ETH_QOS_configure_netdevice:2170 ipa_rx_desc_cnt_mod_param = 128
[ 3.012104] qcom-emac-dwc-eqos DWC_ETH_QOS_mdio_register:1247 Invlaid phy address specified in device tree
[ 3.033863] DWC_ETH_QOS: No phy could be detected
[ 3.058801] qcom-emac-dwc-eqos DWC_ETH_QOS_configure_netdevice:2374 ← DWC_ETH_QOS_configure_netdevice
[ 3.067070] qcom-emac-dwc-eqos DWC_ETH_QOS_probe:2582 smmu probe failed: -67
[ 3.083370] qcom-emac-dwc-eqos DWC_ETH_QOS_probe:2615 ← DWC_ETH_QOS_probe

and interfaces (vlans in my case) status hint is " Error:* Network device is not present "
Also, there is nothing on the Network/Ports/Ports Settings → Port status line

PS: I’ve flashed the newest firmware before create this topic.

Device details are:

  • Product code TRB50000XXXX
  • Bootloader version N/A
  • Serial number 6000XXXX67
  • Hardware revision 0004
  • Batch number 0009

System details are:

  • Firmware version TRB500_R_00.07.07
  • Kernel version 4.14.336

Hello,

Have you updated the firmware version with ‘Keep settings’? Most likely, the problem occurred because of that. I recommend you complete a factory reset and if you want to save all your configurations, you can download a backup file first.

Please let me know how it goes!

Best Regards,

Hi,
Yes, I’ve updated the firmware with ‘Keep settings’

The issue appeared today night on the TRB500_R_00.07.06.8 firmware,
I’ve updated firmware after issue appeared.

Its impossible to factory reset because I can’t access it, The device is too far from me and there is nobody who can reconfigure it after factory reset :frowning:

Do you have any hypothesis of what this issue causes?

PS: I’ve saved troubleshoot files before and after FW update.

There are a lot of next messages in the troubleshoot log file:

...
2024-04-18 01:49:55|Switch Events|notice|Port link state of port LAN1 changed to DOWN
2024-04-18 01:52:01|Switch Events|notice|Port link state of port LAN1 changed to UP
2024-04-18 01:52:01|Switch Events|notice|Port speed for port LAN1 changed to -1 baseT
2024-04-18 01:52:04|Switch Events|notice|Port link state of port LAN1 changed to DOWN
2024-04-18 01:52:14|Switch Events|notice|Port link state of port LAN1 changed to UP
2024-04-18 01:52:14|Switch Events|notice|Port speed for port LAN1 changed to -1 baseT
...

Thank you for providing the logs.

Pinpointing the exact issue remotely can be quite challenging. It could be due to an improperly inserted or damaged Ethernet cable, or there may be an issue with the port itself causing connection interruptions. It’s also possible that it’s a software issue.

If there will be someone who can physically interact with the device, I suggest trying another cable to see if any changes occur. If this doesn’t resolve the issue, I recommend performing a factory reset. If the problem persists after the reset, the next step would be to reach out to your sales manager or the reseller from whom you purchased the device to initiate an RMA process.

Best Regards,

OK, Thank you for your feedback…

Let’s also give the troubleshoot file a chance – maybe we’ll find some insights there. I’ve sent you a form via email to fill out. Once completed, I’ll contact you privately, and you’ll be able to attach the troubleshoot file. Please use ‘5347’ as the ticket ID.

Best Regards,

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