SPC Network fault query

fergalom

Since yesterday I have a network fault on my SPC panel which I cannot clear.

SPC5320 - v3.8 (has been working ok since upgrade weeks ago and no network fault until yesterday)
Can access the SPC panels page via a local LAN ip
The ATP logs give the following:

17/07/17 22:20:39: TCP connection timeout
17/07/17 22:20:38: FlexC Connection Establish FAIL
17/07/17 22:20:28: TCP connection OK
17/07/17 22:20:27: Poll transmission timeout. Poll failed!
17/07/17 22:20:08: TCP connection timeout
17/07/17 22:20:08: FlexC Connection Establish FAIL
17/07/17 22:19:58: TCP connection OK
17/07/17 22:19:57: Poll transmission timeout. Poll failed!
17/07/17 22:19:37: TCP connection timeout
17/07/17 22:19:37: FlexC Connection Establish FAIL

Nothing of note in other logs

Pinging SPCconnect on 52000 which is port the panel connects to SPCconnect on is ok

Connecting to www.spcconnect.com on TCP 52000:

Connected to 194.132.254.184: time=65.03ms protocol=TCP port=52000
Connected to 194.132.254.184: time=61.99ms protocol=TCP port=52000
Connected to 194.132.254.184: time=62.04ms protocol=TCP port=52000
Connected to 194.132.254.184: time=62.97ms protocol=TCP port=52000

Connection statistics:
        Attempted = 4, Connected = 4, Failed = 0 (0.00%)
Approximate connection times:
        Minimum = 61.99ms, Maximum = 65.03ms, Average = 63.01ms

The FlexC ATS is on default SPCconnect settings

Koolkid etc - any pointers to solve?

KoolKid

Is the IP, Gateway and DNS being assigned manually or via DHCP?

fergalom

Manually and definitely no clash with other ips in network - defined static ip in the router config

KoolKid

What is the DNS set as?
Try 8.8.8.8 and restart the panel and router.
There was an issue with ISPs blocking lower ports requests for DNS.
Fixed in 381 I believe.

fergalom

It was set as 8.8.8.8 and tried 8.8.4.4 also earlier.
Have also restarted panel earlier

Maybe an issue with 3.8.0 versus 3.8.1?

KoolKid

Have you tried enabling DHCP and see what's assigned?.
After that try deleting the panel in SPC Connect. Com. Assign IP settings again and restart.

DublinDilbert

Which isp are you using?

fergalom

Thanks Koolkid, tried that and still no go.

ISP = Vodafone (changed from Eir 2 months ago but had no issues until now)

KoolKid

Try using Vodafone's DNS or use your modem IP as DNS.

fergalom

Tried that, still no go, same messages from ATP log.

KoolKid

Did you at any stage delete the ATP/ATS?
Did you at any stage reset the encryption key?

fergalom

Prior to the issue, no, hadn't gone near the panel.

Since today, yes both.
followed the SPCconnect setup/troubleshoot doc

KoolKid

Do you have access to the SPC Connect V2 Engineer portal?
If so delete the panel from Spc Connect using the encryption key.
Then delete the ATS /ATP and add again.
Restart the panel from utilities menu.

fergalom

Thanks koolkid, really appreciate the help.
Dont' have an installer a/c but afaik, resetting the encryption key locally and removing/re-adding to spcconnect is the same thing.
Tried what you suggested and still same ATP log.
Would the nuclear option be worth considering now (full factory reset)?

KoolKid

I'd say the panel is going to have to be removed from SPC connect at the SPC end.
A factory reset might be worth a try . Its not a nuclear option. From the browser goto File & download a copy of the config file to your PC .
If it connect upload the config file and all is restored.
You could also try ask Vanderbilt support to delete the panel for you or any installer can do this for you also.

Hardgas

Hi guys, just to add to this. Exact same issue has happened me. Didn't go near the panel and all of a sudden network fault occurred and won't clear. Changed from eir to sky about a month ago and had to use DHCP instead of manual config. Bit strange that the issue has occurred at roughly the same time.

KoolKid

What DNS was DHCP assigning as opposed to manually?
What version firmware are you on?

Hardgas

192.168.0.1 DHCP DNS. Not sure what it was manually as installer had it setup and hadn't any issue until ISP switch. Rang installer and advised to try DHCP and it worked. No issue since then and now cannot clear network fault since Monday/Tuesday last. Tried DNS changes mentioned previously. Running 3.6.6

KoolKid

I would recommend upgrade to 380.
This addressed some of those issues.

Hardgas

Update: issue resolved. Spoke with my installer. He suggested logging into the router and setting up DMZ on the WAN network with the IP address of the panel. Restart panel and router and all is good. @Fergalom hopefully this is the same for you. Thanks koolkid

fergalom

Thanks Hardgas, just tried that - no go, same logs and issue.
Incidentally, rather than exposing your whole panel to the internet, why not just port forward 52000 instead of DMZ

Hardgas

Didn't know that, thanks. I found on the router that specific ip addresses can be allowed in/out through the firewall so I removed the DMZ

KoolKid

fergalom wrote: »

Thanks Hardgas, just tried that - no go, same logs and issue.
Incidentally, rather than exposing your whole panel to the internet, why not just port forward 52000 instead of DMZ

You shouldn't need to port forward. Have you got the panel deleted from Spc Connect?

FatBeard

Hey Koolkid, any chance you could share the latest firmware?

KoolKid

We are no longer allowed share firmware on Boards.ie. You could contact Vanderbilt or any good installer.

FatBeard

Fair enough, thanks anyway.