Ubiquiti Edgemax Edgerouter X - problems with connections

Adam D
Adam D used Ask the Experts™
on
Ubiquiti Edgemax Edgerouter X

Router has been working without issue for the past few months.  Today, over the past hour I have been losing internet connectivity.  At first I thought it was an ISP problem but logs show that is fine.

The router is not showing any logs indicating it is having a problem but if I reboot the router everything returns to normal.

This just started today.

I am online for about 15 min, then offline for about 5 min, then online again and then offline again.  Cycling over and over.

No config changes, no maleware, virus, or other.

Thoughts?

Thanks.
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AlanConsultant

Commented:
Hi Adam,

Is your setup ISP <-> ER-X <-> LAN Devices?

Which logs are you referring to when you say that they show your ISP connection is 'fine'?

How many devices do you have connected on the LAN?  When you 'lose you connection' is it all devices on the LAN, or just one device?  If it is just once device, then that would be highly suggestive of looking at that one device, rather than the ER-X.


Thanks,

Alan.
Adam DIT Solutions Developer

Author

Commented:
Hi Alan,

  Thanks for your reply.

  All devices lose connection which brings me back to the switch, router or modem.  Switch is fine because I can still communicate internally.  Per the ISP the modem is fine and while speaking with the ISP I lost connection but they did not lose connection to the modem so that brings me to the router.

  Although I can still view and interact with the router web interface during the loss of communication and even though the router dashboard is showing traffic and "connected" to the modem (which is in bridge mode) I am unable to access the internet.  However, if I restart the router I am immediately able to connect to the internet (when it comes back up, of course :) ).

  So, that leads me to believe the router is having a problem of some sort, yet I do not see any indication of a problem.

  Router is on the latest firmware and no config changes have been made on the router in at least a couple months.

  Thanks. :)
Consultant
Commented:
Hi Adam,

It is possible the switch is the issue, but I agree that it is unlikely based on what you have said, and if the ISP is able to connect to your modem while you are not able to get out to the internet, then I agree that it makes it unlikely to be the modem.

That does leave us with the router.

Given you have made no config changes for months, it seems unlikely that is the issue.

The easiest next step to try, would be to wipe the ER-X to factory settings, then restore the config.

If you have a backup of the config from immediately after you made the last change, then I would use that for the restore, as it is 'proven'.  If you didn't do a backup at that point, do one now, then wipe the ER-X to factory settings, and restore the config from backup.

If something has thrown the ER-X out, that might just fix the problem for ten minutes of effort.

If you want to be 'belt and braces' (I suggest you do this to mitigate any risks) then document all your settings before doing the wipe.  I do this as I go with everything I setup from servers to software to routers to everything, and I include a 'comment' for everything I configure so future me knows why past me did something.  If I used a guide or was following a forum post (say) I also include the URL.  Takes a while, but it does mean you have a very high degree of assurance that you know how to get back to where you were.  If I make changes later, I append to, rather than overwrite my notes.

I believe this is a basic professional requirement when working on client's systems, but I do it for my own stuff too.


Hope that helps,

Alan.
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Adam DIT Solutions Developer

Author

Commented:
Thanks Alan.

Yes, documentation is the definitely the way to go and I do follow that protocol as well; especially for client machines.  I also take screenshots as necessary.

Well, I could do a wipe and restore or even a wipe and manual rebuild, although I doubt the config is to blame since all was quiet up until now.

And, since I opened this ticket (although I am not on this network 24/7) I haven't had any additional problems (roughly 20 hours give or take).

I don't know.  It seemed in the beginning when this router was put in (maybe a year ago) I was having some minor issues that "cleared itself."

Ghost in the machine...or defect in the chips...

I wish the logs were a bit more helpful.

Unless you have anything else to add, I guess I will close this ticket.

Thanks. :)
AlanConsultant

Commented:
I agree that the config is likely fine since it has not changed.

The issue might be that the ER-X has developed a problem that has affected the config (or something else), and by wiping and restoring the backup, that might bring it back to the position that you believe it is in already.

Purely for example, sometimes a power surge can thrown things off, and a wipe / restore can fix things.

Other than that, if it is working okay for now, maybe just monitor and do nothing unless / until the problem manifests again.

Good luck!

Alan.
Adam DIT Solutions Developer

Author

Commented:
Thanks for the help Alan.  Monitoring it for now and will wipe/restore in the future should it occur again. :)

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