Hello,
I have a Sunrise router (Sunrise Internet Box) at home that seems to randomly loose internet connection at random times every couple of days. It stays on and the Wifi is still there but the internet connection for all devices on the network is gone and it is no longer reachable on http://192.168.1.1. The only way to resolve the issue is to hard reboot it after which everything is back to normal.
Here are some logs from another device on the network that shows the intervals between the issue occurring. As you can see there is no clear pattern to it:
Error,2024/04/14 08:13:43,System failed to get External IP.
Error,2024/04/09 15:20:09,System failed to get External IP.
Error,2024/04/02 05:29:08,System failed to get External IP.
Error,2024/03/28 13:15:38,System failed to get External IP.
Error,2024/03/18 06:47:08,System failed to get External IP.
Error,2024/03/06 05:48:38,System failed to get External IP.
<more logs available if required>
I have already tried the following steps:
- Reset to factory settings and restore settings from backup of configuration file
- Reset to factory settings and re-configure everything by hand (in case there is a corruption in the config file)
- Exchanged it against a new router (same model) via the Sunrise support in case it was a hardware default
During the issue, if I go through the online troubleshooting tool in the MySunrise console, it identifies that there might be a problem and suggest to reboot the modem:
But I would rather have a more permanent solution than having to reboot it each time it happens. And the connection issues are quite disruptive when working from home as they occur randomly.
I have checked the logs of the router itself and there are no unusual entries before the timestamps of the issue occurring (no matter if on the error, warning, debug or info level). It is like nothing happens anymore and the logs resume as normal after the reboot.
I have some port forwardings configured to one specific device in the network, I have checked the logs from that device if there was anything unusual (increased bandwidth, specific queries, etc) but to no avail, nothing out of the ordinary except that the device looses internet connection.
I’m happy to provide additional information or detailed logs (via PM) if required. I would appreciate any help debugging/resolving this issue.