topic Re: Error related to TR-069 / ACS server in Internet

Error related to TR-069 / ACS server

LDPrinto — Wed, 29 Jan 2025 01:45:03 GMT

Hi,
Can anyone confirm, by checking through the logs of their Giga Hub, that there is, or not, an error loop repeated every two minutes related to a failed connection to the ACS server (TR-069). That seems to me like the maintenance server used to push changes to Giga Hubs has been offline, unresponsive or closed to communication and that my Giga Hub is (and potentially *all* Giga Hubs are) trying to connect every two minutes because it fails to do so successfully (normal frequency when successful is every 12 hours).

It goes on and on and on every two minutes since January 22nd. It pollutes the heck out of the logs and I suppose it generates a lot of useless, parasitic traffic on the servers. Other than that though, the Giga Hub appears to function normally. Although I found this issue inadvertently by looking at a change in the WiFi connection robustness that seems to have appeared at about the same time, but couldn't find any firmware changes dated in the last two weeks. Except this weird thing since the 22nd which is in the same timeframe...

I've tried to escalate this issue through customer support chat, but they appear clueless as to how to contact maintenance server people. "Escalating to level 3" appears to be their only known option and they don't know what "level 3" are able to do either.

2025-01-28 20:36:35	INF	SYS	ppp0:TR69 creating new session with ACS
2025-01-28 20:36:36	INF	SYS	ppp0:TR69 sending Inform message
2025-01-28 20:36:36	ERR	SYS	ppp0:TR69 unable to send Inform message
2025-01-28 20:36:36	INF	SYS	TR-069 connectivity to remote server has failed

Re: Error related to TR-069 / ACS server

ztate — Mon, 03 Feb 2025 03:44:24 GMT

Same issue here:

2025-02-02 22:24:12	INF	SYS	ppp0:TR69 creating new session with ACS
2025-02-02 22:24:13	INF	SYS	TR-069 connectivity to remote server has been closed
2025-02-02 22:26:15	INF	SYS	ppp0:TR69 creating new session with ACS
2025-02-02 22:26:15	INF	SYS	ppp0:TR69 sending Inform message
2025-02-02 22:26:15	ERR	SYS	ppp0:TR69 unable to send Inform message
2025-02-02 22:26:15	INF	SYS	TR-069 connectivity to remote server has failed
2025-02-02 22:26:23	INF	SYS	ppp0:TR69 creating new session with ACS
2025-02-02 22:26:24	INF	SYS	TR-069 connectivity to remote server has been closed
2025-02-02 22:28:21	INF	SYS	Modem login was successful
2025-02-02 22:28:22	INF	SYS	ppp0:TR69 creating new session with ACS
2025-02-02 22:28:23	INF	SYS	ppp0:TR69 sending Inform message
2025-02-02 22:28:23	ERR	SYS	ppp0:TR69 unable to send Inform message
2025-02-02 22:28:23	INF	SYS	TR-069 connectivity to remote server has failed

Re: Error related to TR-069 / ACS server

LDPrinto — Thu, 13 Feb 2025 22:12:58 GMT

It appears the issue was fixed at this moment. No such error since that moment...

Took 2 weeks to notice and fix the issue it appears.

2025-02-04 16:53:18	INF	SYS	ppp0:TR69 creating new session with ACS
2025-02-04 16:53:19	INF	SYS	ppp0:TR69 sending Inform message
2025-02-04 16:53:19	INF	SYS	ppp0:TR69 event found : 2 PERIODIC
2025-02-04 16:53:19	INF	SYS	ppp0:TR69 sending Inform message
2025-02-04 16:53:19	INF	SYS	ppp0:TR69 event found : 2 PERIODIC
2025-02-04 16:53:19	INF	SYS	TR-069 connectivity to remote server has been initiated
2025-02-04 16:53:24	INF	SYS	TR-069 connectivity to remote server has been closed

Re: Error related to TR-069 / ACS server

ztate — Thu, 13 Feb 2025 22:14:30 GMT

I ended up just getting a new modem (which has worked perfectly thus far). It was pretty clear on my tech support call that whoever I spoke to had no idea what this error message is, so I started collecting outage logs & the repeated, short outages convinced them to provide a replacement modem.

Re: Error related to TR-069 / ACS server

LDPrinto — Thu, 13 Feb 2025 22:21:57 GMT

ha, you know the answer I got from tech support to this question, following a long discussion on this error:
Q: But I'm trying here to understand how do you address systemic issues on your server side? For example, what do you do if several customers suddenly have the same issue with their service and they all call you for the same reason, what do you do then?
A: We change their hub.

Re: Error related to TR-069 / ACS server

dks — Sat, 15 Feb 2025 14:12:12 GMT

Not quite. The step before that is to run the Virtual Repair Tool. That can often clear up some, but not all issues.

Re: Error related to TR-069 / ACS server

BellNick — Wed, 19 Feb 2025 16:09:43 GMT

Hi all,
Thank you for bringing this to our attention. We can understand seeing unknown messages in the modem logs can be concerning. Rest assured, we've consulted with our teams regarding this and they have advised these messages are normal and are not an indication of an issue.

Re: Error related to TR-069 / ACS server

GnarleyH — Fri, 07 Mar 2025 14:44:06 GMT

I had this today and when it happened all of my wifi pods dropped offline.

Re: Error related to TR-069 / ACS server

Bob1 — Sat, 30 Aug 2025 01:13:31 GMT

I've been seeing these errors roughly every two days for the past month. My Unifi gateway records them as temporary internet outages, and tonight I caught one in progress where the status light on the Giga Hub was red and an Error 200 - Authentication failure was being displayed. They typically last a few seconds but they're often long enough for devices in my house to notice the loss of internet connectivity.

2025-07-23 07:53:17 ERR SYS ppp0:TR69 unable to send Inform message

2025-07-26 11:53:43 ERR SYS ppp0:TR69 unable to send Inform message

2025-07-29 18:53:39 ERR SYS ppp0:TR69 unable to send Inform message

2025-07-30 17:53:36 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-01 15:53:23 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-02 04:53:41 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-14 14:53:55 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-14 20:54:06 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-15 03:54:01 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-18 23:51:33 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-18 23:51:42 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-20 21:54:06 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-21 19:54:00 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-22 11:54:00 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-23 05:54:02 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-24 03:53:47 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-26 04:53:58 ERR SYS ppp0:TR69 unable to send Inform message

2025-08-29 20:54:33 ERR SYS ppp0:TR69 unable to send Inform message