heavy packet loss with Meraki MX

luisr

I have a Meraki MX67 appliance connected behind the ‘connect box 3 fiber’.

Everything was smooth until the 20th May 5:00 AM, when suddenly packet loss went from 0% to an average of +45%, which is making internet throw the MX unstable.

Connecting directly to the Sunrise box doesn’t seem to show packet loss issues, so I focused on the connection between the meraki and the box3: replaced the network cable, enabled and used the MX secondary wan link. But the average packet loss is still greater than 40% 🙁

I cannot discard yet that the Meraki is healthy (need to setup some devices to measure performance).
I have scheduled a call with Sunrise support today to investigate the case, but I am not sure if this within the support scope.

Xydocq

hello luisr

You’re not the only one, reporting a strange behaviour of the Connect Box. It seems there is a problem with ARP on the Connect Box 3 FIBRE.
Please tell us, what firmware version is installed on your Connect Box. Do you know when the firmware was last updated?

luisr

Xydocq
I don’t know and support could also not tell me.
Is there a way to check that from the Connect Box page?

luisr

Xydocq

Hardware version: 1.2.1b

Software version: 7.8.0-2410.5

ONT MAC address: 68:67:C7:00:00:01

ONU serial number: YCEC53420263

According to the meraki log (picture on the post) it started on the 20th May 05:00

Xydocq

luisr

Thank you for the information.

Does the MX receive an IP address by DHCP or is it set as static with DHCP disabled on the Connect Box 3?

luisr

Xydocq
receives the IP throw DHCP from the CB3

Xydocq

luisr

There’s a customer who claims he found a workaround.

deacitvate Firewall protection > Apply Changes
activate Firewall protection > Apply Changes
deactivate Port scan detection and IP flood detection > Apply Changes
deactivate Firewall protection > Apply Changes

The customer reports, his own router was able to establish a solid internet connection afterwards. The UI response during the process was kinda sluggish and it took some time to make the changes.

Not sure if this will resolve the issue.

luisr

Here’s some progress on the troubleshooting.

Ran a packet capture on the CB3 port, I got this rogue MAC address (e2:5e:a9:b1:ac:60) replying with the same IP as the CB3 gateway 🤨. I could not find that MAC registered anywhere, so as a first approach, after turning of all the wireless on the CB3 the packet loss went to 0%

today I decide to hunt down and turned on the wifi back and the packet loss came back, but I didn’t captured that device, but another unknown.

Then I decided to fine tune the wifi settings. Turning off guest network, didn’t solve.
But when I went to for the frequency and turned off channel optimization, the errors were gone. I then did a mix on 2.4ghz, 5ghz on/off/together but there was no packet loss.
I enable back channel optimization and the packet loss came back again.

More troubleshooting to come as this packet loss is a monitoring/ping metric, and I think there is still some traffic issues.

Ayhane

luisr

Turning off Wi-Fi optimization worked for me too. Thank you so much for this information.

I don’t know if the latest software is installed. But this situation suggests that the modem has a software issue.

ConfusedDHCP

Thank you for posting this! I was really going down the wrong path chasing red herrings. To make matters worse, a coincidental change in my UniFi setup happened right around the same time this issue started, which made it even harder to isolate the root cause. After switching off the Wi-Fi optimisation, the packet-loss disapeared instantly. Take all good care of you and your networks!

CypreX

Is there any offical communication about this problem?

i have a sunrise connect 3 fibre box infront of my ubiquity dream machine.
connected via rj45. since last friday i have packet loss / connection disconnects since friday. sometimes just seconds sometimes multiple minutes.

do you think the channel optimization would also help even when the packet loss is on the cable?

my dream machine meassures an uptime of 42%

Xydocq

hello CypreX

Welcome to the community.

Yes, it’s worth a try.

If you have wifi disabled on the connect box, try to activate it, then disable the channel optimization and disable the wifi again.

If you have wifi enabled, simply disable the channel optimization.

Please let us know if the issue is still present after applying those steps.

waik

Thanks, I can confirm that for me, disabling channel optimization seems to have done the trick.

I have a Connect Box 3 Fibre in front of my Ubiquiti UCG an experienced the same behaviour (packet loss up to 71%, random short disconnects).

I was really disappointed with the phone support of Sunrise. I called this morning and basically the only thing they said is that it is not intended that I put any other kind of router behind the Sunrise router and therefore it is 100% not Sunrise’s fault and they cannot help me. Thankfully, the community here seems to be extremely competent. Thanks again guys!

luisr

waik

Unfortunately the customer phone support of most Telecom providers is ‘disconnected’ from the companies they represent ☹. I also got a similar experience when I called them about this issue.

The Sunrise support engineers are very active on this community and committed to help on questions and solve the problems reported. A fix is for sure on it’s way.

luisr

FYI: you can Enable Channel Optimization.
The problems has been solved.