IFE's Randomly losing connection to network and won't come back online until Reboot.

[brentonp]

We have the newest firmware version of IFE's set up on a site and they all are randomly losing connection to the network and will not come back online until a reboot is done on the IFE. However the reboot only corrects the issue for a few hours to a few days and they go back offline. 

We had a similar issue on the old IFE's Firmware that we were able to fix. We had to unselect the Enable Device Announcement option in Advanced Services Control. Once we did that they worked as designed. With the new firmware they do not have this option any longer but was wondering if they have some type of Advanced Services Control option that may be affecting the network they are on. Any one else experience this problem as well? Image attached is from the older firmware IFE Gateway and that was the issue with those ones. 

[Guillaume_Evrard]

hello @brentonp,

Which Hw are you using the new one or the old one ?

What is your Fw ?

Are you using static IP addresses ?

Kind Regards  

[Romain_Polette]

Hello @brentonp , 

How many Breakers / IFM connected to your IFE ?
How many masters polling the breakers ?

Regards,  

[brentonp]

The Enerlin X IFE model, latest firmware is loaded on the IFE. Yes it is a static IP address. 

[brentonp]

There are only like 5 breakers connected to the IFE. Just one Master, PME system pulling data but IFE won't even connect to the network to provide polling responses. 

[brentonp]

Also should mention that SE Tech Support cannot find the cause of these devices losing connection to the network. And they even sent an engineer onsite to replace them and they are having the same exact issue. It has to be a setting on the IFE itself and or Network they are on that is blocking them from staying connected to the network after a reboot. 

[Guillaume_Evrard]

hello @brentonp ,

Which partnumber please ? if they have been replaced it should be the new one.

Do you have a ticket open with support ?

I see that you are using PME so basically you are losing the com to the breaker attached to the IFE ?

I remember an issue with PME, where when recovering some data in the breaker communication was stuck but do not remember....

Kind Regards

[Guillaume_Evrard]

hello @brentonp ,

what are the breaker connected to IFE/IFM ? are they using BCM ULP ?

Kind regards

[daniel_pena7561]

hello @Guillaume_Evrard  The breakers connected are a variety of Micrologic 5.3E, Micrologic 5.0P and Micrologic 6.0P and it's my understanding they are using BCM ULP connections. 

[Guillaume_Evrard]

Hello @daniel_pena7561 

If it is Masterpact NT/NW or Compact NS they are using BCM.

Will check your email, I would recommend to capture Ethernet traffic on the network using wireshark as it might be a network issue.

How many devices are managed by PME ?

Kind Regards