Router continually restarting with [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset.

[robulon]

Hi.

I'm really at my wit's end with this. I've had the same TalkTalk router for a number of years and it has mostly worked fine (I had a few issues last year with kernel panic that were resolved by a firmware update but in the last few days, the router has been continually restarting with the above error message appearing in the User Log. I have spent a number of hours on webchats with TalkTalk and feel that I am being fobbed off and being asked to perform the same steps over and over again which make no difference whatsoever.

Having found the community to be extremely helpful when my kernel was panicking, I am wondering if anyone can suggest a course of action to help me fix this issue.  On one of the webchats, I think the agent did a factory reset on my router remotely so not sure what firmware I have now.

Many thanks in advance,

Rob

[Debbie-TalkTalk]

Hi Rob.

I'm glad to hear that you have received the router and that the connection is now stable.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie

[robulon]

Hi Keith, 

That's good to know, thank you very much 

[KeithFrench]

There is a bug in the Sagemcom's firmware that these DNS errors have their severity level wrongly classified as Error, where they should be classed as Informational. I reported this to TalkTalk some time back and even requested that they put a checkbox or similar so as you can decide if these particular messages are displayed or not. I have also requested that they introduce the facility to save the complete log to disk or whatever.

However, as you say, this has no impact on performance, but does highlight that a lot of components with commonly visited webpages are outdated.

[robulon]

Hi Michelle,

Yes, the router arrived on Friday but I wasn't able to set it up until yesterday (Saturday) morning. So far all seems good - the wifi is showing as having been connected for 25 hours which ties in with when I set it up so it doesn't look like it has reset/restarted itself. I am seeing in the operator log quite a large volume of DNS errors where the message starts 'DNS name resolution failure' but these don't seem to be having a noticeable impact.

Many thanks,

Rob

[Michelle-TalkTalk]

Hi Rob,

Just checking back in to see if the router has arrived yet?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Rob

Ahh you're welcome and thank you 🙂

Debbie

[robulon]

His Debbie, 

Thank you for dealing with this so promptly, I will confirm once the replacement router arrives. 

Kind regards, 

Rob

[Debbie-TalkTalk]

Hi Rob

No problem 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[robulon]

Hi Debbie, 

Yes, that sounds great, thank you for your help. 

Rob

[Debbie-TalkTalk]

Hi Rob

I will need to swap the router to a Sagemcom WIFI hub to resolve this issue. Are you happy for me to arrange this?

[robulon]

Thank you Debbie, 

I look forward to hearing from you. 

Kind regards, 

Rob

[Debbie-TalkTalk]

Hi Rob

I'm speaking to the team now and I will post back this morning with further information.

Thanks

[robulon]

Hi, 

So I've got home from work and checked the user log and the router has restarted a number of times due to kernel panic.

It appears that with firmware 1.05 it's going to be restarting with kernel panic and with firmware 1.08 it's going to be restarting with the alarm error - either way, it's not working as it should.

Unless there are any other suggestions, could I please be provided with an alternative router to try out? 

Thanks, 

Rob

[Debbie-TalkTalk]

Hi Rob

Thanks for keeping us updated.

I will check in again with you tomorrow morning.

Debbie

[robulon]

Hi Michelle,

I can see that the firmware has now been rolled back, and as of now, the router has been connected for just under four hours (which I assume is when the firmware change happened).

I'm going to be at work all day today but will check it gain when I get home.

Thanks,

Rob

[Michelle-TalkTalk]

Morning,

Have you noticed any change since your last post?

Thanks

Michelle

[robulon]

Thank you Debbie

[Debbie-TalkTalk]

Hi Rob

Our Devices Team are making a change to your firmware shortly and I will check in again with you tomorrow morning.

Thanks

[Debbie-TalkTalk]

Hi Rob

I'm really sorry about this.

I have escalated this to our Devices Team and I will post back here as soon as I have further information.

Thanks

[robulon]

Thank you Keith, 

Really appreciate it.