Genius rebooting by itself

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › Genius rebooting by itself

Splatty

94 posts

Master Geek

#105672 7-Jul-2012 13:19

Hi

At first I thought we were having an issue similar to another recent forum member in that our wifi was dropping out a few times a day. It would come right though in a few minutes. The issue has become more of a nuisance in the past few weeks, since the latest upgrade it seems.

I realised today when it did it again that the router was actually re-booting. The phone has been playing up a bit too, not ringing and occasionally no dial tone, we have a genius handset and a panasonic dect phone connected, just in case it's relevant to any fault finding.

Here's the details about the modem:

Runtime Code Version: Genius1400
Boot Code Version: 1.0.37-106.17
ADSL Modem Code Version: A2pD030n.d23a
Hardware Version: A610A354067R_R3
Serial Num: A11ABGL400813
Build Time: 2012.05.09-19:38:24

Any and all ideas would be appreciated. I'm not going to call the help desk to be told to turn it off and on again lol.

dpf81

58 posts

Master Geek

#656042 15-Jul-2012 16:56

had a similar issue, was resolved by Orcon sending out a replacement modem on an earlier firmware (1202 i beleive)

I was told by Orcon that they have had some issues with the latest firmware

Splatty

94 posts

Master Geek

#656194 15-Jul-2012 21:05

Thanks for the response, it's been a daily occurrence and starting to get a bit annoying now. It's one of those things that you forget about until the net stops responding and that is usually when you're doing something online that's important.

I'll give the helpdesk a call during the week. If I can be arsed going through the performance.

Splatty

94 posts

Master Geek

#661095 24-Jul-2012 15:48

Update: I just called the Helpdesk, it was answered promptly and the guy knew what I was talking about. He said the newer firmware updates every 28 hours and this can reboot the Genius.

He will send me out a 1202 Genius and to send the old one back.

BUT I may now be charged $5 - $10 per month extra for modem rental and/or have a $10 courier charge applied to the account?!

I said I am not paying any more than I already pay to solve an Orcon issue. He said it may not be charged. Sound's very wishy washy, I will keep an eye on the account.

Apart from that all is good in Genius world lol.

xpd

Budget Gamer
10512 posts

Uber Geek

Mod Emeritus

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Lifetime subscriber

#661116 24-Jul-2012 16:36

Courier fee I can understand, but rental fee ? umm no, you already have one of the units that youre probably already paying rental on. Probably just a CSR covering himself because he wasnt sure.

Wondering if I should send mine back too, noticed its been rebooting on occasion the last few weeks. Only done it once during "prime time" though.

XPD^ / DemiseNZ

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Splatty

94 posts

Master Geek

#667028 3-Aug-2012 15:09

Hmm, now it's 3 August - 10 days later - and still no modem, meanwhile ours still keeps rebooting. Will phone again tonight.

Splatty

94 posts

Master Geek

#672437 14-Aug-2012 19:13

To anyone watching this. I did not get around to calling the helpline last week, and i still haven't received modem. It, rebooted tonight when i was on a call so I called Orcon. The guy said something about the delivery of the modem was blocked (?) so it wasn't sent. He reckoned that he could upgrade the firmware manually so no need to send a new one out. Let's see what happens...

Phexx

411 posts

Ultimate Geek

#672471 14-Aug-2012 20:11

I have found that ours does also randomly reboot. Initially I thought it was a loose power cable, but now it could be hardware issue???

May be worth me giving them a call.

ChevronX

275 posts

Ultimate Geek

#672473 14-Aug-2012 20:15

Good to know, all they need to do is have an option not to update the firmware O_o Makes you wonder if you can block the IP address range that it uses for downloading firmware upgrades.

"The Atlantis base, brings greetings from the pegasus galaxy, you may cut power to the gate!."- Dr Weir (Rising) New Zealand · Luke.Geek.NZ

ubergeeknz

3344 posts

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Trusted

Vocus

#672650 15-Aug-2012 09:45

Hi Guys,

Daily-ish restarts is is a known issue with some firmware versions. Unfortunately it wasn't picked up until too late and downgrading causes other problems (hence replacement modems being sent where requested).

As of this week there is a newer firmware available, which addresses the problem, and can be applied for customers who request it (it has problems with high speed UFB which is why we aren't rolling it out to everyone but for DSL users it's OK).

If you want you can PM me your account name or number and I can upgrade your modem, I'm running the FW at home with DSL, and my modem's been up now for 157 hours or so.

Regards

Dan

Splatty

94 posts

Master Geek

#672955 15-Aug-2012 17:23

Hi Dan, that is exactly what's been done now, I got a text today saying that the firmware had been updated and now I see it's version 1408. That's much better than having to swap over the router (pack it up etc). Fingers crossed its fixed the problem!

ubergeeknz

3344 posts

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Trusted

Vocus

#672966 15-Aug-2012 17:44

Splatty: Hi Dan, that is exactly what's been done now, I got a text today saying that the firmware had been updated and now I see it's version 1408. That's much better than having to swap over the router (pack it up etc). Fingers crossed its fixed the problem!

A happy outcome :) Our testing indicates that it does indeed fix the daily reboot issue, will be interested to hear about it if not.

Kyanar

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#673054 15-Aug-2012 22:12

ChevronX: Good to know, all they need to do is have an option not to update the firmware O_o Makes you wonder if you can block the IP address range that it uses for downloading firmware upgrades.

You cannot. Genius devices are managed routers - Orcon controls the configuration not you. You may be able to set things, but they can override them (same with the HomeHub devices, actually - don't set the password to anything sensitive, since it sends the password to Orcon).

ChevronX

275 posts

Ultimate Geek

#673064 15-Aug-2012 23:00

Kyanar:
ChevronX: Good to know, all they need to do is have an option not to update the firmware O_o Makes you wonder if you can block the IP address range that it uses for downloading firmware upgrades.

You cannot. Genius devices are managed routers - Orcon controls the configuration not you. You may be able to set things, but they can override them (same with the HomeHub devices, actually - don't set the password to anything sensitive, since it sends the password to Orcon).

Arh ok, As of yet I have not played with one of those devices however sounds useful if something needs changing remotely not so much if the device can't connect to the internet to begin with.

"The Atlantis base, brings greetings from the pegasus galaxy, you may cut power to the gate!."- Dr Weir (Rising) New Zealand · Luke.Geek.NZ