OC200 Cloud Acces disconnected due heartbeat packet loss
This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
Hello,
Sometimes after a few days sometimes the OC200 give the above error.
OC200 Cloud Acces disconnected due heartbeat packet loss
Some devices lost their connection
How can i solve this and what is this error ? 
- Copy Link
- Subscribe
- Bookmark
- Report Inappropriate Content
Hi All,
Thanks for all reporting this issue to TP-Link community, and sorry for any inconvenience caused.
Based on the feedback we have received and our query results from the Cloud logs (which did not reveal any abnormal situations), the most likely cause is fluctuations in the network environment.
The OC200 quickly disconnected and reconnected with the Cloud Server, and it promptly recorded this situation. In reality, this degree of fluctuation is considered normal network behavior, and it should not impact the network experience in the actual topology. Moving forward, we will implement the Debounce Mechanism in the Cloud to accommodate these types of network fluctuations and cloud disconnection/ re-connections, and optimize the Log triggering mechanism.
It is planned to be implemented and optimized in subsequent firmware iterations of the Controller. Thanks for all your waiting and patience.
- Copy Link
- Report Inappropriate Content
Hello @Mariomark1541,
Please confirm the WAN connection is stable first, you may check whether the router can still access the Internet when OC200 reported this error message.
Could you also connect the PC to the OC200 ETH2 port to test whether the PC has internet access when this issue happens?
How often does this issue occur? When did it start to happen and have you changed any settings?
You may try disabling the Cloud Access and enabling it again for testing.
- Copy Link
- Report Inappropriate Content
thank you for reply
it happened sometimes and I did anything's to the settings 26/8 then 31/8 therefore it stay online for 6 days or so
i use the OC200 stand alone with my eap 650
connect the eap to the POE switch en Poe switch connected to router
other devices stay online ... like wired thing
do I nee to forward ports or something like that ?
makena dhcp reservation in my zyxel router for the oc200 and accespoints to give them en static Ip
- Copy Link
- Report Inappropriate Content
- Copy Link
- Report Inappropriate Content
@Hank21 Yesterday it happen again
looks like my devices still have connection (wired and wireless)
also the Oc200 give not the message he is offline
mis it a bug in the software ?
Ask my ISP but they say my connection is stable
- Copy Link
- Report Inappropriate Content
Hello @Mariomark1541，
What is the firmware version of OC200? Here is a newer Beta released recently, you may take a look.
Could you also connect the PC to the OC200 ETH2 port to test whether the PC has internet access when this issue happens?
You may try disabling the Cloud Access and enabling it again for testing.
You may also try doing a ping -t test to check the connectivity in your network, ping OC200's IP address, router's IP address and 8.8.8.8.
- Copy Link
- Report Inappropriate Content
@Hank21 already installed the new beta for hope it goes beter
- Copy Link
- Report Inappropriate Content
- Copy Link
- Report Inappropriate Content
@Hank21 yeah already had it installed but also with this beta update the same message
- Copy Link
- Report Inappropriate Content
Hi @Mariomark1541，
Thanks for your updates, you saw the same message but did it have the same disconnected issue?
Could you kindly do the below testing for us so that we may locate the issue easily?
And all tests need to be done when this issue occurs:
1. Please connect a PC to the OC200 ETH2 port to test whether the PC has internet access
2. Please check whether the router can still access the Internet
3. Did you use the POE switch to power the OC200? If so, please test by changing different Ethernet cables between the switch and OC200 to confirm the power supply is stable.
4. It is suggested that use a PC to replace the OC200 directly and connect the PC to the original front-end device which connected the OC200 before and check the Internet connectivity
- Copy Link
- Report Inappropriate Content
- Copy Link
- Report Inappropriate Content
Information
Helpful: 1
Views: 5496
Replies: 58
Voters 0
No one has voted for it yet.