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ER8411 freezing

XIVSev

3 weeks ago

Posts: 2

Helpful: 0

Solutions: 0

Stories: 0

Registered: 2024-12-04

ER8411 freezing

3 weeks ago

Model: ER8411

Hardware Version: V1

Firmware Version: 1.2.2 Build 20240809 Rel.48592

Hello

Our ER8411 is freezing since a few weeks.

I mean, from the network it's like it was be unplugged, and if i look at the front ot the device : SYS led is OFF and all led over RJ45 connectors are OFF too.

And all fonctionnality are off : internet and VPN.

The only thing we can do is to disconnect the 2 power supplies to restart the ER8411.

From a few days, it crashes 3 or 4 times a day (I don't check at night) and sometimes it works only 45 min.

I have reset to factory default and upload our config file. But it's the same.

Because the problem more or less occurred at the time of the upgrade to 1.2.2 then I tried to go back to 1.2.1 but it didn't change.

I have reupgraded to 1.2.2.

Right now it works from 3h09 since the re-upgrading to 1.2.2

Our configuration :

- ER8411 v 1.0 - 1.2.2 Build 20240809 Rel.48592

- 4 wan rj45 : wan4 to 7 (SFP not used) fiber

- 1 LAN

- 5 VPN IPsec connected 24/24

- 9 OpenVPN server not used every day

- no OMADA

- no USB

- no console

The temperature is good 59°C/49°C

Our issue look like this one https://community.tp-link.com/en/business/forum/topic/635492

But because it was in 2023, it may have something new.

Thank you for your help

Regards

3 Reply

Clive_A

3 weeks ago

Posts: 6018

Helpful: 2962

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Registered: 2023-06-09

Re:ER8411 freezing

3 weeks ago

Hi @XIVSev

Thanks for posting in our business forum.

XIVSev wrote

Hello

Our ER8411 is freezing since a few weeks.

I mean, from the network it's like it was be unplugged, and if i look at the front ot the device : SYS led is OFF and all led over RJ45 connectors are OFF too.

I think you can go for the RMA process if you describe it as so.

PWR light up? If the SYS is off, that's strange. It could be a hardware issue. All RJ45s are off, it looks like the board is not getting power.

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XIVSev

LV1

2 weeks ago

Posts: 2

Helpful: 0

Solutions: 0

Stories: 0

Registered: 2024-12-04

Re:ER8411 freezing

2 weeks ago

@Clive_A

Hello Clive_A and thank you for your answer

The PWR ligth is the only ligth still ON

I don't remember if the second power-led is ON too because the second power cable it is not plugged currently :

Because of the issue, we need to restart the routeur and because the administrator is not on the site every day we need to be able to restart it remotely then we have plugged the power cable of first power supply to a TAPO wifi-connected to one of our box and the second power supply is not connected

But the the freezing has occured with the 2 power supplies plugged too.

How can we proceed for a RMA ?

We need a routeur connected to our WAN/LAN even it doesn't work proprely 24/24 then I cannot send it without another one and we have only 1 piece of the routeur.

The routeur was bougth in France to an online-reseller in april 2024. Not a professionnal reseller.

rgds

Clive_A

2 weeks ago

Posts: 6018

Helpful: 2962

Solutions: 1381

Stories: 0

Registered: 2023-06-09

Re:ER8411 freezing

2 weeks ago

Hi @XIVSev

Thanks for posting in our business forum.

XIVSev wrote

@Clive_A

Hello Clive_A and thank you for your answer

The PWR ligth is the only ligth still ON

I don't remember if the second power-led is ON too because the second power cable it is not plugged currently :

Because of the issue, we need to restart the routeur and because the administrator is not on the site every day we need to be able to restart it remotely then we have plugged the power cable of first power supply to a TAPO wifi-connected to one of our box and the second power supply is not connected

But the the freezing has occured with the 2 power supplies plugged too.

How can we proceed for a RMA ?

We need a routeur connected to our WAN/LAN even it doesn't work proprely 24/24 then I cannot send it without another one and we have only 1 piece of the routeur.

The routeur was bougth in France to an online-reseller in april 2024. Not a professionnal reseller.

rgds

J.

Contact your local support regarding the RMA. Or your online-reseller.

ER8411 freezing

ER8411 freezing

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