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kitenski
Aspiring Contributor
2,165 Views
Message 1 of 7

BT Whole Home dropping connections daily

I've had my Whole Hub for a few weeks, when it works it is superb.

Trouble is it keeps disconnecting. I was away Sunday and my wife ended up unplugging each device in turn to try and get it working.

Today all but the master node are in blue on the app, the other 5 devices are all red. I did a restart network from the app and everything is working again.

*edit* 2 mins later it's all gone down again, just the master node showing as connected.

I'm getting very frustrated. Is there troubleshooting I can do to work out what the issue is before I send the whole lot back?

Looking in the logs the only error I can see is:

21.05.2018 16:55:10 [2 2 0] Error on ARPING request: Interrupted system call

 

Everything has the latest firmware (v1.02.04 build10) . Broadband provider is Virgin cable.

IMG_0584.PNG

Thanks,

 Greg

***edit*** logs below

 21.05.2018 17:10:57 OWL-Reboot request from GUI.

21.05.2018 17:10:55 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -86
21.05.2018 17:10:52 OWL-(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:10:52 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(6C:4D:73:61:8E:BE)(RSSI_High 2G->5G)(BTM)(EC:F4:51:C9:29:1D) timeout.
21.05.2018 17:10:51 OWL-(Study)IF[5G](EC:F4:51:C9:29:1D):STA(1C:5C:F2:17:3C:5B)(RSSI_Low AP_ROAM)(BTM)(EC:F4:51:C9:27:55) start.
21.05.2018 17:10:50 OWL-(Study)IF[5G](EC:F4:51:C9:29:1D):STA(1C:5C:F2:17:3C:5B)(RSSI_Low AP_ROAM)(BTM)(EC:F4:51:C9:27:55) start.
21.05.2018 17:10:49 OWL-(Study)IF[5G](EC:F4:51:C9:29:1D):STA(1C:5C:F2:17:3C:5B)(RSSI_Low AP_ROAM)(BTM)(EC:F4:51:C9:27:55) start.
21.05.2018 17:10:44 OWL-(EC:F4:51:C9:29:73) leave topology
21.05.2018 17:10:39 OWL-unknown(EC:F4:51:C8:F5:BF) join topology
21.05.2018 17:10:31 OWL-Lounge(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:10:14 OWL-(EC:F4:51:C9:26:BF) leave topology
21.05.2018 17:10:06 OWL-(EC:F4:51:C8:E6:A7) leave topology
21.05.2018 17:09:49 IF[2.4G]:STA(6c:4d:73:61:8e:be) had been aged-out and disassociated
21.05.2018 17:09:34 OWL-(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:09:29 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(6C:4D:73:61:8E:BE)(RSSI_High 2G->5G)(BTM)(EC:F4:51:C9:29:1D) start.
21.05.2018 17:09:29 OWL-(EC:F4:51:C9:27:53) leave topology
21.05.2018 17:09:24 OWL-(EC:F4:51:C9:26:BF) leave topology
21.05.2018 17:09:13 OWL-(EC:F4:51:C9:29:73) leave topology
21.05.2018 17:09:07 OWL-(EC:F4:51:C8:E6:A7) leave topology
21.05.2018 17:09:02 OWL-(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:08:58 OWL-(EC:F4:51:C9:26:BF) leave topology
21.05.2018 17:08:52 OWL-(EC:F4:51:C9:27:53) leave topology
21.05.2018 17:08:47 OWL-(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:08:42 OWL-(EC:F4:51:C9:29:73) leave topology
21.05.2018 17:08:37 OWL-(EC:F4:51:C8:E6:A7) leave topology
21.05.2018 17:08:33 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(98:00:C6:0E:B0:6A)(Legacy Device) connected.
21.05.2018 17:08:32 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -86
21.05.2018 17:08:32 OWL-Rachel Bedroom(EC:F4:51:C9:29:73) leave topology
21.05.2018 17:08:29 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(6C:4D:73:61:8E:BE)(RSSI_High 2G->5G)(BTM)(EC:F4:51:C9:29:1D) start.
21.05.2018 17:08:27 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(9C:2A:70:2D:99:73)(Legacy Device) connected.
21.05.2018 17:08:27 IF[2.4G]:STA(9C:2A:70:2D:99:73) had associated successfully,rssi is -50
21.05.2018 17:08:26 OWL-Hallway(EC:F4:51:C8:E6:A7) leave topology
21.05.2018 17:08:22 OWL-(EC:F4:51:C9:27:53) leave topology
21.05.2018 17:08:20 IF[2.4G]:STA(98:00:c6:0e:b0:6a) Pairwise Key Handshaking timeout
21.05.2018 17:08:20 IF[2.4G]:AP deauth STA(98:00:C6:0E:B0:6A),reason is 15
21.05.2018 17:08:18 OWL-(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:08:17 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -80
21.05.2018 17:08:12 OWL-(EC:F4:51:C9:27:53) leave topology
21.05.2018 17:08:08 OWL-(EC:F4:51:C9:26:BF) leave topology
21.05.2018 17:08:02 OWL-Lounge(EC:F4:51:C8:F5:BF) leave topology
21.05.2018 17:07:46 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(6C:4D:73:61:8E:BE)(RSSI_High 2G->5G)(BTM)(EC:F4:51:C9:29:1D) start.
21.05.2018 17:07:40 OWL-Sunroom(EC:F4:51:C9:26:BF) leave topology
21.05.2018 17:07:32 OWL-Sync config success
21.05.2018 17:07:32 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:07:26 OWL-Sync config success
21.05.2018 17:07:26 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:07:21 OWL-Sync config success
21.05.2018 17:07:21 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:07:17 OWL-Dining Room(EC:F4:51:C9:27:53) leave topology
21.05.2018 17:07:15 OWL-Sync config success
21.05.2018 17:07:15 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:48 OWL-Sync config success
21.05.2018 17:06:48 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:46 OWL-Sync config success
21.05.2018 17:06:46 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:43 OWL-Sync config success
21.05.2018 17:06:43 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:41 OWL-Sync config success
21.05.2018 17:06:41 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:36 OWL-Sync config success
21.05.2018 17:06:36 Firmware upgrade - FW SYNC compare WHWv1.02.04build10 WHWv1.02.04build10!
21.05.2018 17:06:30 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(6C:4D:73:61:8E:BE)(RSSI_High 2G->5G)(BTM)(EC:F4:51:C9:29:1D) start.
21.05.2018 17:06:09 OWL-start
21.05.2018 17:06:07 OWL-(Study)IF[5G](EC:F4:51:C9:29:1D):STA(1C:5C:F2:17:3C:5B)(RSSI_Low AP_ROAM)(BTM)(EC:F4:51:C9:27:55) start.
21.05.2018 17:04:57 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(98:00:C6:0E:B0:6A)(Legacy Device) connected.
21.05.2018 17:04:56 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -70
21.05.2018 17:04:56 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had deauthenticated,reason is 1
21.05.2018 17:04:55 OWL-(Rachel Bedroom)IF[5G](EC:F4:51:C9:29:75):STA(28:A0:2B:D8:18:5C) connected.
21.05.2018 17:04:54 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -81
21.05.2018 17:04:54 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(98:00:C6:0E:B0:6A)(Legacy Device) connected.
21.05.2018 17:04:54 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -69
21.05.2018 17:04:48 OWL-(Lounge)IF[2.4G](EC:F4:51:C8:F5:C0):STA(98:00:C6:0E:B0:6A) connected.
21.05.2018 17:04:31 OWL-(Sunroom)IF[2.4G](EC:F4:51:C9:26:C0):STA(98:00:C6:0E:B0:6A) connected.
21.05.2018 17:04:30 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(98:00:C6:0E:B0:6A)(Legacy Device) connected.
21.05.2018 17:04:29 IF[2.4G]:STA(98:00:C6:0E:B0:6A) had associated successfully,rssi is -77
21.05.2018 17:04:00 OWL-(Study)IF[5G](EC:F4:51:C9:29:1D):STA(1C:5C:F2:17:3C:5B) connected.
21.05.2018 17:04:00 IF[5G]:STA(1C:5C:F2:17:3C:5B) had associated successfully,rssi is -58
21.05.2018 17:01:21 OWL-(Lounge)IF[5G](EC:F4:51:C8:F5:C1):STA(C4:8E:8F:0E:E3:9B) connected.
21.05.2018 17:00:48 OWL-(Dining Room)IF[2.4G](EC:F4:51:C9:27:54):STA(1C:5C:F2:17:3C:5B) connected.
21.05.2018 17:00:39 HTTP-User login from 192.168.1.51.
21.05.2018 17:00:29 HTTP-User Login Error 2 times from 192.168.1.51.
21.05.2018 17:00:18 OWL-IF[2G]:STA(9C:2A:70:2D:99:73)Added into unfriendly station list(BAND_STEER)rec(370)dur(3600)
21.05.2018 17:00:18 OWL-(Dining Room)IF[2.4G](EC:F4:51:C9:27:54):STA(9C:2A:70:2D:99:73)(RSSI_High 2G->5G)(LEGACY)(EC:F4:51:C9:29:1D) failed.
21.05.2018 17:00:18 OWL-(Dining Room)IF[2.4G](EC:F4:51:C9:27:54):STA(9C:2A:70:2D:99:73) connected.
21.05.2018 17:00:14 IF[2.4G]:STA(9c:2a:70:2d:99:73) blacklisted in MAC filter list
21.05.2018 17:00:11 IF[2.4G]:STA(9c:2a:70:2d:99:73) blacklisted in MAC filter list
21.05.2018 17:00:11 IF[2.4G]:STA(9C:2A:70:2D:99:73) had deauthenticated,reason is 3
21.05.2018 17:00:10 OWL-(Study)IF[2.4G](EC:F4:51:C9:29:1C):STA(9C:2A:70:2D:99:73)(RSSI_High 2G->5G)(LEGACY)(EC:F4:51:C9:29:1D) start.
21.05.2018 17:00:08 HTTP-User Login Error 1 times from 192.168.1.51.
21.05.2018 16:59:09 APP-Login from 192.168.1.33
21.05.2018 16:58:57 APP-Login from 192.168.1.33
21.05.2018 16:58:56 APP-Internet resumed by 192.168.1.33
21.05.2018 16:58:36 APP-Login from 192.168.1.33

 

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6 REPLIES 6
rgbrgb2001
Aspiring Contributor
2,125 Views
Message 2 of 7

Re: BT Whole Home dropping connections daily

Had enough. After 15 months of chronic disconnections following the firmwre patch I am returning this product. The inability to address this begs belief and renders the product useless. 

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Forthay
Aspiring Expert
2,091 Views
Message 3 of 7

Re: BT Whole Home dropping connections daily

Hi @kitenski

If you’re on the latest firmware I’m sorry to say  it sounds like the following open issue.

https://community.bt.com/t5/BT-Devices/Whole-Home-WiFi-firmware-update-v1-02-04-build10/m-p/1848227#...

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mikew88
Aspiring Expert
2,035 Views
Message 4 of 7

Re: BT Whole Home dropping connections daily

I know this sounds a pain, but factory reset all the discs, reset all networks on all devices, set the 5ghz channel to 48, and ensure your router wifi is turned off. Worked for me and now 21 days perfect performance.

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kitenski
Aspiring Contributor
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Message 5 of 7

Re: BT Whole Home dropping connections daily

thanks Mike will give that a try, although mine has also been up since the double issues when I posted this!

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mikew88
Aspiring Expert
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Message 6 of 7

Re: BT Whole Home dropping connections daily

Best of luck...all I can say is for the first two weeks I had mine I was doing exactly what you are and switching on and off every few days. I read the various threads on here and decided to go for the nuclear option and start afresh. I found Sky Q was interfering on my 5ghz channel 36 so switched that and swapped discs around to different rooms. I use a TPLnk router as never liked HH, so maybe that helps who knows? No reboots in 3 week’s touch wood but quite honestly I don’t really know why as I’m no techie.

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JohnfromUK
Contributor
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Message 7 of 7

Re: BT Whole Home dropping connections daily

I have a similar issue;  Whole Home, 3 discs, master and 2 x slave each wireless to master.  On 'build 10' software.

Works great with iOS devices, but MAC OS (High Sierra) laptop frequently gets "deauthenticated,reason is 1" and is down for several minutes before reconnecting.  This seems to only happen on one of the two slaves, but I can't be 100% certain on that.  Doesn't seem to happen at all on the iOS devices.

Does anyone please know what "reason 1" is?

Many thanks

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