Surf SOHO keeps disconnecting/losing connection.

Product Discussion Pepwave AP & Surf
1

I’m not router savvy, but I keep "losing the internet, multiple times each hour.

Here is a sampling of the Surf SOHO event log:

WAN: WAN connected (69.127.23.74)
Jul 28 12:04:26WAN: WAN disconnected (WAN failed DNS test)
Jul 28 10:10:20WAN: WAN connected (69.127.23.74)
Jul 28 10:09:50WAN: WAN disconnected (WAN failed DNS test)
Jul 28 10:04:41WAN: WAN connected (69.127.23.74)
Jul 28 10:04:05WAN: WAN disconnected (WAN failed DNS test)
Jul 28 10:01:36WAN: WAN connected (69.127.23.74)
Jul 28 10:00:30WAN: WAN disconnected (WAN failed DNS test)
Jul 28 09:47:30WAN: WAN connected (69.127.23.74)
Jul 28 09:46:35WAN: WAN disconnected (WAN failed DNS test)
Jul 28 09:29:11WAN: WAN connected (69.127.23.74)
Jul 28 09:28:01WAN: WAN disconnected (WAN failed DNS test)
Jul 28 00:38:34System: Time synchronization successful
Jul 28 00:33:12System: Time synchronization fail
Jul 27 19:13:02WAN: WAN connected (69.127.23.74)
Jul 27 19:12:51WAN: WAN disconnected (WAN failed DNS test)
Jul 27 18:01:54System: Time synchronization successful
Jul 27 17:56:52System: Time synchronization fail
Jul 27 16:36:25WAN: WAN connected (69.127.23.74)
Jul 27 16:36:00WAN: WAN disconnected (WAN failed DNS test)
Jul 27 14:46:51WAN: WAN connected (69.127.23.74)

Jul 27 04:24:43Port: Port 2 status changed (link up, speed 1 Gbps Full Duplex)
Jul 27 04:24:40Port: Port 2 status changed (link down)
Jul 27 04:24:37Port: Port 2 status changed (link up, speed 1 Gbps Full Duplex)
Jul 27 04:24:34Port: Port 2 status changed (link down)
Jul 27 04:24:28Port: Port 2 status changed (link up, speed 1 Gbps Full Duplex)
Jul 27 04:24:25Port: Port 2 status changed (link down)
Jul 27 04:23:03Port: Port 2 status changed (link up, speed 1 Gbps Full Duplex)
Jul 27 04:23:00Port: Port 2 status changed (link down)
Jul 27 04:22:51Port: Port 2 status changed (link up, speed 1 Gbps Full Duplex)
Jul 27 04:22:48Port: Port 2 status changed (link down)
Jul 26 23:42:39WAN: WAN connected (69.127.23.74)
Jul 26 23:42:09WAN: WAN disconnected (WAN failed DNS test)

This started happening a few weeks ago, I thought it was a problem with Cable online, but they told me that their router is working correctly.

My Surf SOHO is using firmware 8.1.0

2

How many WANs do you have on your SOHO? If just one, go ahead and disable the health check and then see how your internet experience is.

If more than one, then edit the WAN settings and in Health Check Settings check the 'Include public DNS Servers check box. Then save and apply.

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I suspect your ISPs DNS servers are getting overloaded or are busy, using the public DNS as well to verify the WAN is healthy should give fewer false positives.

1 Like
3

Thank you very much Martin. I have only one WAN connection. I have set the health check to disabled, I hope that is correct and I’ll wait and see what happens.

If the health check has been on all this time, I wonder why it is causing trouble lately. I have had my SURF SOHO for over 3 years and it has performed flawlessly. I did change my Cablevision modem, but that was months ago and I replaced it with the exact same model.

1 Like
4

When a Peplink router detects a health failure it is normally a problem with the WAN - there are very few false positives. The question is always what caused it.

You either have a new local underlying problem or your ISP’s DNS servers have gotten really busy of late. Either way, by design when a health check causes a WAN to fail it stops sending user traffic over it and won’t start again until it knows for sure that it is happy again so there is a prolonged period even when the WAN is healthy again where no data is sent over it. That’s what you want if you have two or more WANs, but if you only have one then you don’t want the wait to recover which is why we disable health check entirely.

Hopefully its the DNS servers. Just try using your network and see how you get on.
If you see weird stuff happening, try changing the health check to ping instead of DNS, and ping 8.8.8.8.

Good luck!

3 Likes
5

A big thank you, for the fix and the information. It looks like my Surf SOHO is back to working like it has always done. It would seem that your suspicion is correct. Thank you again!