Title: Devices stop reporting to GenieACS after users access government websites

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Hi everyone,

I need some help because I’m stuck with this issue.

I’m using GenieACS to manage a few CPEs at a small service center. The devices are mainly used by customers to access government websites, especially for NBI appointment bookings and other online applications.

The strange part is that after a few hours of normal use, some CPEs stop checking in with GenieACS. Internet is still working, users can continue browsing and submit their NBI appointment, but the device disappears from GenieACS until I reboot it.

I already verified the ACS URL, CWMP parameters, and firewall settings, but I still can’t figure out what’s causing it.

Has anyone experienced this before? Is there any log or parameter I should check first to identify why the CPE stops communicating with GenieACS while the internet connection remains active?

Any advice would really help. Thanks!

2

I’ve experienced this with many CPEs. I’ve found attaching a USB-TTL serial cable to the onboard 4 pin header the best way to get useful information off the CPE. What I’ve found is a lot of diagnostic information doesn’t go into syslog, but out the serial console. With that information, hopefully you can get your manufacturer to fix the issue.

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Thanks for the suggestion.
I haven’t tried connecting through the serial console yet. I was only checking the syslog, so maybe I’m missing the important debug messages.
I’ll get a USB-TTL adapter and see what the serial output shows when the device stops reporting to GenieACS. Hopefully it gives me something useful to share with the manufacturer.
Really appreciate your advice. Thanks!

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