HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Reception, channel detection, network issues, CableCARD setup, etc.
GeorgeW
Posts: 16
Joined: Thu Dec 29, 2016 6:24 am

HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Postby GeorgeW » Mon Dec 31, 2018 12:28 pm

I get these same connection problems randomly every few months, sometimes it remains down for a day, sometimes a week. No number of power downs and reboots of my router or the HDHR3-CC box works. I've tried everything, reinstalls of the software on my Xbox One, reinstall the HDHR on my network with the setup program, etc. I can reach the HDHR Prime box on my local network by going to the local IP address but it continually fails to connect via the software (computer Viewer or via the HD Homerun Windows store app):

Unable to find HDHomeRun tuner on local network.

This throws the same error as the person above:

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HDHomeRun PRIME System Log 19700101-00:00:00 System: reset reason = trap error 19700101-00:00:00 System: E5592573 00000010 00000808 4047BF54 4047BF50 3FFE8BD8 4041DB6C 40420140 19700101-00:00:00 System: 4042012C 4041A0FC 4041A120 4041B04C 4041B02C 4041DB58 404207F0 FFFFFFFF 19700101-00:00:01 CableCARD: M-CARD inserted 19700101-00:00:01 CableCARD: invalid session 0xDEAD (cchost_session:261) 19700101-00:00:03 System: network link 1000f 19700101-00:00:06 System: ip address obtained: 192.168.1.15 / 255.255.255.0 19700101-00:00:07 CableCARD: Cisco card (0103:0001) 19700101-00:00:10 CableCARD: authentication status: authentication in progress 19700101-00:00:11 CableCARD: authentication status: authentication success, validation success 19700101-00:00:29 System: myhdhomerun_sync: webclient error (dns failed) 19700101-00:01:28 System: myhdhomerun_sync: webclient error (dns failed) 20181231-19:30:01 CableCARD: time changed from Thu Jan 01 00:03:12 1970 to Mon Dec 31 19:30:01 2018
Observation - once the time is updated from the 1970 date time, it is still not correct for my local network - notice it states 19:30:01 above, when in fact my local time is: 14:30:01 (East Coast time USA). Not sure if that is relevant, but figured I'd mention it.

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System Status Hardware Model HDHR3-CC Firmware Version 20180817 DTCP-IP DTCP 1.7-SD20180501 WMDRM-NDT WMDRM 10-SD20171110 Memory Report 64 MB SDRAM, 2 MB Flash Power Status Standby Boot Status Booted Device ID 131EC003 MAC Address 00:18:DD:31:EC:00 IP Address 192.168.1.15 Subnet Mask 255.255.255.0
Changing the IP address of the HDHR3-CC box in my router temporarily will make the HDHR Prime visible on the Xbox one and it plays for a moment before losing connection again. This problem has been occuring off and on for the past 2 years, I wish you guys could figure out the cause and FIX IT!
Last edited by GeorgeW on Tue Jan 01, 2019 10:42 am, edited 1 time in total.

signcarver
Expert
Posts: 7862
Joined: Wed Jan 24, 2007 1:04 am
Device ID: 131B34B7 13231F92 1070A18E 1073ED6F

Re: Connect Duo won't reconnect after power outage

Postby signcarver » Mon Dec 31, 2018 2:46 pm

This should have been in its own thread as it is an entirely different issue and doesn't even involve a duo as it is a prime.
Edit: now has since been moved with a title that states prime


The trap error is what is resetting the box and I forget what that is as it has been many years since I have seen it reported. For some reason I think when last reported it was a cablecard issue.

The time is correct as all times are in UTC. The web client errors may cause issue with guide and obtaining a DeviceAuth but because the time wasn't set yet may have been an issue.
Last edited by signcarver on Tue Jan 01, 2019 2:51 pm, edited 1 time in total.

GeorgeW
Posts: 16
Joined: Thu Dec 29, 2016 6:24 am

Re: Connect Duo won't reconnect after power outage

Postby GeorgeW » Tue Jan 01, 2019 7:28 am

Thanks for the reply, should I repost as a new thread?

GeorgeW
Posts: 16
Joined: Thu Dec 29, 2016 6:24 am

Re: HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Postby GeorgeW » Tue Jan 01, 2019 10:43 am

I just went to a local comcast office and got a new Cable Card on the off chance that was the issue, unfortunately, nothing changed, same problems as before.

nickk
Silicondust
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Joined: Tue Jan 13, 2004 9:39 am

Re: HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Postby nickk » Tue Jan 01, 2019 11:02 am

Hi,

Simple things first...

The time is correct - it comes from the CableCARD and is in UTC time (not Eastern).

"System: myhdhomerun_sync: webclient error (dns failed)" - this indicates the HDHomeRun is unable to do a DNS lookup. Is the the HDHomeRun connected to your home router?

Nick

GeorgeW
Posts: 16
Joined: Thu Dec 29, 2016 6:24 am

Re: HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Postby GeorgeW » Tue Jan 01, 2019 1:58 pm

Hi Nick,

It is directly attached to the my netgear Orbi router. This same problem has occurred erratically over the past several years, I've replaced routers several times and cable cards to eliminate either of those being the culprit.

I've tried all the usual troubleshooting - power cycling everything (cable modem, router, hdhome run prime, computers, all devices, etc.). Replaced the cablecard, plugged ethernet cables into different ports, reinstalled the setup software, etc.

nickk
Silicondust
Posts: 15278
Joined: Tue Jan 13, 2004 9:39 am

Re: HDHome Run Prime - webclient connect errors in log, stopped working. GeorgeW

Postby nickk » Tue Jan 01, 2019 5:46 pm

The specific trap numbers look to be related to the DNS issue.

Two things...

1) I filed a bug internally regarding the trap error as a DNS problem shouldn't trigger a trap error.

2) If we can figure out why DNS is failing it will both fix the problem you are seeing and give us a clue as to how to reproduce the trap error here.

On a Windows PC can you please open a cmd prompt and run:
ipconfig /all

Then post the results here or email to support@silicondust.com referencing this thread.

Nick


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